Customer Support Specialist

Location

Ontario, CA | United States

Job description

Job brief

Our Customer Support Specialists work with (and under the supervision of) our Director of Account Services to help Courthouse News customers and internal users of our software systems receive quick answers and resolutions to questions and technical issues.

Success in the role requires a commitment to learning and knowing how our software systems work; responding to reported issues quickly, clearly, and confidently; understanding our organizational structure and who best to contact when you need more information or assistance; caring deeply about providing high quality interactions.

Customer Support Specialists directly impact our reputation as a company and influence whether our customers and internal users have a positive experience daily.

Responsibilities:

• Monitor incoming support requests across multiple channels: phone, email, Slack/Groove
• Respond promptly to questions and issues reported by customers and internal users; ask the right questions in order to fully understand what is needed/what may be going wrong
• Read (and frequently revisit) our product documentation, and know how our systems are expected to behave
• Be able to help customers learn how to use specific product features correctly
• Be able to analyze, troubleshoot, and effectively report product malfunctions (by testing scenarios/reproducing errors)
• Meet with and communicate recurring problems/requests/opportunities to your supervisor and our product development team
• Follow up with customers and users to ensure reported issues are satisfactorily resolved

Qualifications:

• Previous experience as a Customer Support Specialist or similar CS role
• Demonstrated ability to speak and write clearly, professionally, and kindly
• Demonstrated ability to cooperate
• Patience
• Curiosity
• Decision-making skills
• Problem-solving skills

Knowledge Requirements:

• GrooveHQ – our current helpdesk software*
• Jira – our current software development/project management software*
• CasePortal – our proprietary legal research platform*
• DataLocker – our internal data intake system*
• Microsoft Office (Word, Excel, Outlook, Teams)
• Google Suite (Docs, Sheets)
• Zoom 

*training will be provided

Success Metrics

Your performance will be measured and evaluated on:

• Median Response Time 
• Median Resolution Time
• Customer Satisfaction Scores (CSAT)

Since 1990, Courthouse News Service© has been a trusted resource for reporting rapidly and completely on new civil litigation and common law throughout the United States. Our news delivery platform, CasePortal, provides attorneys with comprehensive coverage, daily reporting, and fast alerts.

Job tags

Salary

$20 - $22 per hour