Customer Support Specialist - Remote - Paradigm - Delivering Exceptional Client Experiences in Legal Technology

Join the Paradigm Team: Delivering Exceptional Client Experiences in Legal Technology Paradigm is a pioneering legal technology company that offers a comprehensive suite of software solutions designed to help lawyers manage, automate, and grow their firms. With a global presence spanning 170 countries and over 50,000 lawyers using our products, we are revolutionizing the way law is practiced. Our innovative platforms, including PracticePanther, Bill4Time, MerusCase, and LollyLaw, along with our payments and accounting solutions powered by Headnote and TrustBooks, empower lawyers across various practice areas, geographies, and business needs. We are seeking a highly skilled and motivated Customer Support Specialist to join our remote team. As a Customer Support Specialist, you will play a critical role in delivering exceptional client experiences, resolving inquiries in a timely manner, and contributing to the growth and success of our company. If you have a passion for providing top-notch support, excellent communication skills, and a keen interest in legal technology, we encourage you to apply for this exciting opportunity. Role Overview As a Customer Support Specialist at Paradigm, you will be responsible for communicating with clients to resolve their inquiries, identify bugs, and address issues in a professional and timely manner. You will serve as the voice of our customers, relaying feedback to our product and development teams to mitigate client requests and issues effectively. Your primary goal will be to provide high-level support via phone, chat, and email, ensuring that our clients receive the best possible experience with our products. Key Responsibilities: Deliver High-Level Support: Provide exceptional support to clients via phone, chat, and email, resolving their inquiries and issues in a timely and professional manner. Identify and Resolve Client Issues: Identify and resolve client issues and concerns, ensuring that all problems are addressed and resolved to the client's satisfaction. Establish Customer Relationships: Build and maintain strong relationships with clients, ensuring that they feel valued and supported throughout their interactions with Paradigm. Improve Client Retention: Contribute to improving client retention by providing exceptional support and ensuring that clients are satisfied with our products and services. Diagnose Bugs: Diagnose and report bugs to our development team, ensuring that all issues are addressed and resolved promptly. Communicate with Development Team: Effectively communicate client issues and requests to our development team, ensuring that all concerns are addressed and resolved. Work with Cloud Support Systems: Work with the latest cloud support systems, including Intercom, Salesforce, JIRA, and other tools, to ensure seamless support delivery. Other Duties: Perform other duties as assigned, ensuring that all tasks are completed to a high standard and in a timely manner. Work Schedule: As a remote employee, you will work a standard schedule of 10 am - 7 pm EST / 9 am - 6 pm CST / 7 am - 4 pm PST. You will be required to be available during these hours and be able to work effectively in a remote environment. Qualifications: Essential Qualifications: Customer Support Experience: 2+ years of experience in customer support, preferably in a SaaS environment. SaaS Environment Experience: 2+ years of experience working in a SaaS environment, with a strong understanding of software applications and cloud-based technologies. Legal Industry Knowledge: Knowledge of the legal industry is advantageous, but not required. Technical Skills: Familiarity with SalesForce, Intercom, JIRA, G Suite, and other cloud-based support tools. Preferred Qualifications: Excellent Communication Skills: Strong verbal and written communication skills, with the ability to communicate effectively with clients and internal teams. Interpersonal Skills: Strong interpersonal skills, with the ability to work collaboratively with different departments and teams. Technical Aptitude: Comfortable with technology and learning new software, with a strong ability to adapt to new systems and tools. Data-Driven: A data-driven individual with a strong analytical mindset, able to analyze data and make informed decisions. Self-Motivated: Self-motivated, diligent, and able to inspire others, with a strong work ethic and commitment to delivering exceptional results. What We Offer: At Paradigm, we offer a comprehensive benefits package, including: Competitive Salary: A competitive salary, reflecting your skills and experience. Paid Time Off: Paid vacation, sick, and parental leave, ensuring that you have time to rest and recharge. Remote Working Flexibility: Remote working flexibility, allowing you to work from the comfort of your own home. Budget for Home Office Improvements: A budget for home office improvements, ensuring that you have a comfortable and productive workspace. Company Culture: A company culture that encourages work-life balance, with a focus on employee well-being and happiness. Medical, Vision, and Dental Insurance: 100% paid PPO medical, vision, and dental insurance, ensuring that you and your family are well taken care of. 401k Matching and Equity Grants: 401k matching and equity grants, providing you with a secure financial future. Bi-Annual Company Retreats: Bi-annual company retreats and other fun activities, bringing our team together and fostering a sense of community. Why Join Paradigm? At Paradigm, we are passionate about delivering exceptional client experiences and revolutionizing the way law is practiced. We offer a dynamic and supportive work environment, with a focus on employee growth and development. As a Customer Support Specialist, you will play a critical role in shaping the future of our company, working with a talented team of professionals who are dedicated to excellence. If you are a motivated and customer-focused individual with a passion for delivering exceptional support, we encourage you to apply for this exciting opportunity. Join our team and become a part of the Paradigm family, working together to deliver exceptional client experiences and shape the future of legal technology. Apply now and take the first step towards a rewarding career with Paradigm! Apply for this job