Rubris Inc. · 2 hours ago
Client Support Associate - Help Desk
United States
Full-time
Remote
New Grad, Entry LevelRubris Inc. is a company focused on legal technology and mass legal claims. They are seeking a Client Support Associate to work on their help desk team, providing support to clients and platform users by resolving issues and enhancing the user experience.
Information ServicesInformation Technology
Responsibilities
Provide timeline and professional support to customers through multiple channels (email, ticketing system, phone)
Troubleshoot software-related issues, guide users through steps to resolve problems, and escalate more complex issues to higher-level support when necessary
Assist customers with onboarding, product setup, and usage guidance, ensuring a smooth client experience
Resolve user questions and issues by using your knowledge of the system or escalating the user ticket to one of our product teams for resolution
Diagnose and resolve common issues related to software functionality and performance
Work closely with our technical teams to stay current on product updates, new features, and common troubleshooting steps
Provide clear instructions and documentation to users to help them resolve issues independently when applicable
Contribute to the development and maintenance of our internal knowledge base and client-facing documents
Assist in maintaining support documentation is accurate, up-to-date, and easy to understand
Create, track, and manage tickets in the support system, ensuring timely follow-up and resolution
Help prioritize tickets based on urgency, escalating issues appropriately to maintain service level agreements (SLAs)
Participate in team meetings to discuss trends, best practices, and areas for improvement as it relates to both our help desk process and software
Collect and document feedback from clients to help identify common issues, feature requests, or potential improvements in the product or support processes
Act as a brand ambassador for our company, ensuring every interaction reflects our values and mission statement
Ensuring our customers feel heard and valued by fostering a positive and empathetic interaction
Proactively manage and reduce customer wait times, ensuring efficient ticket resolutions
Work within internal SLAs and KPIs by resolving issues within the required time frames
Qualification
Required
Excellent communicating, listening and documenting skills
Ability to solve problems and make people feel heard, understood, and that you care
Often seen as a culture carrier and brand ambassador who takes pride in being part of the company
Intellectual curiosity – driven to learn all aspects of your role and how it impacts our clients
You get excited when you can solve problems through listening, understanding, and helping
Comfortable working both independently and remotely, but also excited about collaborating with team members within and across departments
Experience with Freshdesk, Zendesk, or other commonly used support software
Strong attention to detail and commitment to accuracy
Bachelor's degree or equivalent
Work experience in help desk, customer support, user experience, or retail
Note – this role will require some weekend work as part of the full-time schedule
Preferred
Experience with law firms, data sets, or software or platform users experience or support a plus
Benefits
100% remote work (MacBook Pro provided)
Fully paid premiums for employee medical, dental, and vision insurance
Annual paid time off (PTO) plus 11 paid holidays
401(k) plan with employer contribution that is 100% vested
Opportunities to advance, develop, and make an impact as part of a growing company
Company
Rubris Inc.
Technology, process, and people to simplify your experience through every stage of the mass tort lifecycle.
Founded in 2020
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Jennifer Alpert
Managing Director, Product Strategy & Business Development
Recent News
2025-06-10
2025-05-17
2025-05-06
Company data provided by crunchbase