Customer Support Associate, Persuit

• 2–3+ years at a SaaS company in a product/technical support or customer service/success role
• Outstanding communication skills, with the ability to explain new concepts and complex issues in a clear, user-friendly way that empowers users
• Hands-on experience supporting customers via email, chat, and video calls
• Prioritization skills and the ability to manage multiple requests and focus on what matters most to customers
• Comfort and flexibility collaborating cross-functionally with Product, Engineering, Customer Success and Support
• A mindset of continuous improvement, always seeking smarter, faster and more effective ways to support users and streamline workflows
• A strong technical background with experience in desktop support, supporting users of browser based applications, data collation and analysis and developing end user reports

Desirable

• We’re looking for a Customer Support Associate who loves helping users solve problems
• You’ll lead product support, as well as working closely with our awesome team of Customer Success Managers (CSMs) to deliver a world class customer experience on the frontline as well as behind the scenes, as we expand our in-house operations
• This is a high-impact role in a fast paced SaaS environment where you’ll combine technical know-how, customer empathy, communication skills, and a relentless focus on optimizing processes to help our users get the most from our platform, ultimately empowering more independent and mature usage that drives more value for the customer
• Product support: smart ticket triage, troubleshooting and escalation
• Resolve customer support tickets in a timely, empathetic, and technically accurate way
• Conduct live troubleshooting calls to support users, ranging from onboarding and how-to product guidance, to more complex technical issues such as integrations and APIs
• Oversee the support workflow between outsourced agents and Engineering, acting as the first point of escalation for agent queries and driving process improvements
• Identify and escalate bugs, usability issues, and feature requests to Product and Engineering, clearly articulating user impact and opportunities for improvement
• Coach support agents and set the standard on best practices to enhance their knowledge, problem-solving skills and customer communication
• Proactively reach out to client and law firm users to offer best practice guidance and ensure successful onboarding
• Strategic support of Customer Success Managers in key phases of the customer journey (onboarding, renewals, expansion), with activities such as:
• Onboarding & configuration for new customers
• Platform training for new users
• Content and data preparation for key meetings
• Create engaging enablement content to empower users and your colleagues, ensuring each user enjoys an even better experience than the last
• This includes:
• Knowledge articles, FAQs, videos and internal notes such as new product releases
• Analyzing support trends to identify opportunities to strengthen our product, streamline processes, and boost users’ confidence
• Mission-driven team and a platform that solves real customer problems
• We’re growing something innovative and different, and it is challenging, fun and rewarding
• Opportunities to shape our customer operations and grow with the company
• Supportive culture that values feedback, ownership, and autonomy