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株式会社LegalOn Technologies · 2 months ago

Customer Support Specialist – LegalOn Technologies

United States

Full-time

Remote

Entry Level

$70K/yr - $80K/yr

1+ years exp

LegalOn Technologies is a global leader in legal AI for contracting, serving over 7,000 companies and firms worldwide. They are seeking a Customer Support Specialist to provide prompt and empathetic support for inbound client inquiries, manage technical support tickets, and collaborate with the engineering team to resolve issues.

Artificial Intelligence (AI)LegalLegal TechNatural Language ProcessingSoftwareTask Management

Responsibilities

Respond promptly and professionally to inbound client emails with accurate and thoughtful solutions

Act as the first line of support for product questions, troubleshooting, and issue resolution

Participate in client-facing office hours or escalation calls when additional context or real-time troubleshooting is needed

Own the process of filing, categorizing, and managing support tickets

Partner closely with engineers to reproduce bugs, communicate issues, and ensure timely resolutions

Keep customers informed with clear, proactive updates throughout the process

Identify recurring issues and share insights with Product and Engineering teams for long-term improvement

Maintain detailed and accurate records of client interactions and support tickets

Update internal documentation and FAQs to ensure accuracy and consistency

Contribute to process improvements that enhance customer satisfaction and team efficiency

Work closely with Customer Success Managers and internal teams to align on client feedback and needs

Share customer insights that can inform product enhancements and internal processes

Qualification

Customer support experienceLegal/contract review experienceTechnical aptitudeProficiency with SlackProficiency with HubSpotProficiency with OutreachProficiency with NotionCommunication skillsEmpathyOrganizational skillsProblem-solving skillsAttention to detailAdaptability