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Customer Support Specialist

Company: One Legal
Location: Petaluma
Posted on: April 5, 2021

Job Description:

One Legal is a technology-driven company that is transforming how legal professionals' access legal support services. We're building online tools that help make the administration of legal practice easier and more efficient and, in the process, transform an industry. Our vision is to be the most trusted technology and services provider for the legal community in the United States. As a key agent in our operations group, it will be your responsibility to ensure that we consistently deliver high-quality, timely, and professional customer care. What you'll do

  • Provide exceptional customer support to One Legal customers by phone, email, and live chat.
  • Manage customer support cases in a case management system (e.g. Salesforce Service Cloud).
  • Help customers to troubleshoot common issues that they encounter when filing and serving court documents or using other aspects of the One Legal service.
  • Work with other people within the company (e.g. in other departments) to resolve customer inquiries.
  • Triage customer problems, meaning that you help them to resolve issues immediately when possible and choose to escalate to technical support or others when appropriate.
  • Become a One Legal product expert with the ability to answer customers' product, service, and order related questions. About you
    • 2+ years of experience in a customer support role, ideally for a software or services companies that work with business customers.
    • A degree, professional certificate, or equivalent experience (experience in the legal industry is a bonus but is not required).
    • Experience managing a high-volume of inbound calls, emails, and chat messages, with an ability to get to the "heart" of any issue quickly.
    • Experience working with helpdesk software, for example Salesforce Service Cloud, Zendesk, or Freshdesk.
    • You should have excellent written English and be confident and articulate on the phone. You'll also be patient, courteous, and empathetic.
    • Located in the Bay Area and able to work at least some of the time from our HQ in Petaluma. You have been redirected to a One Legal job page

Keywords: One Legal, Petaluma , Customer Support Specialist, Other , Petaluma, California

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