Customer Support Specialist

Customer Support Specialist at Alt Legal (Remote)

Location: Remote Only

The Company: Alt Legal is a fast-growing SaaS-based legal technology company based in New York focused on making trademark professionals’ lives easier. Our intuitive and automated software helps IP professionals create, maintain, and analyze trademarks and other IP assets. Leading law firms and Fortune 100 companies trust our software to manage hundreds of thousands of filings daily.

We are a diverse and multi-talented virtual team. We thrive in a collaborative, open, positive environment, and we care about our mission, customers, prospects, each other, and the broader community. We are committed to ensuring that everyone on the team can grow by being around equally exceptional and kind people.

Alt Legal is a customer-centric organization that prides itself on our customer support and responsiveness.

Job Description Reporting to the VP of Customer Support, the Customer Support Specialist role will be responsible for interacting with customers and executing a range of external and internal requests.

As the first point of contact for customers through our multiple channels of communication, (live chat, email, and phone), you will be helping customers solve their problems and navigate our software. You will also regularly train new customers as well as existing ones to ensure that they are getting the most out of our software.

Please note: Interviews and onboarding for this position will be in EST (UTC -5), and after onboarding you will switch to business hours appropriate to your time zone.

Your specific responsibilities:

• Act as a first point of contact for all day-to-day questions received via Alt Legal’s support email, live chat, and phone line.
• Resolve issues directly or bring in other internal resources to ensure all customer issues are resolved to the customer’s satisfaction in a timely and careful manner.
• Escalate system-wide issues to the product team and ensure issues are communicated to relevant internal teams.
• Look for commonalities in client questions and proactively provide input to the Customer Success and Product Teams to enhance training materials and documentation, as well as to enhance the product.
• Provide platform training to key stakeholders and end-users, connecting the value of Alt Legal to client initiatives.
• Work directly with clients advising them on how to best leverage Alt Legal in coordination with the relevant Customer Success Manager.
• Work to understand key client use cases and attributes in order to provide context-driven responses and training.
• Provide exceptional service to clients in order to help support the Customer Success team’s goals of reduced customer churn, revenue expansion, opportunity identification, and higher client product adoption, satisfaction, and overall account health.
• Stay current with system changes and updates.
• Act as the client advocate, working cross-departmentally with internal teams to successfully resolve client concerns and questions.

What we’d like to see in the ideal candidate:

• 4+ years experience in client-facing role, involving support of SaaS or professional web-based solutions
• 2+ years Work-from-Home Experience
• Fluent in English
• Strong, reliable internet connection
• Intellectual property experience preferred, but not required
• Intermediate knowledge of MS Office and Google programs, particularly Excel and Google Sheets
• Ability to recognize gaps in their own knowledge and seek instruction
• Keen attention to detail
• Strong written and verbal communication skills
• Ability to manage multiple and sometimes conflicting priorities
• Ability to think on your feet and switch gears easily
• Proven ability to juggle multiple projects at a time, while maintaining sharp attention to detail
• Superb personal organizational skills to ensure all client commitments are met
• Ability to empathize with and advocate for our customers
• Ability to quickly learn new concepts and teach others
• Strong interest in technology
• Excellent problem-solving skills
• Good sense of humor

What you get: Alt Legal offers a collaborative and challenging work environment and the opportunity to be part of a growing company. We're a team of intellectually curious individuals who love learning and developing new skills. Our company was founded on the belief that a team with diverse backgrounds and identities will have the greatest range of experiences, the best selection of ideas, and the most inclusive and supportive culture.

We also offer all employees a variety of perks such as flexible vacation, remote work options, healthcare coverage, and the opportunity to determine your own growth path. Your equipment will also be provided.

We are LGBTQ+ friendly and encourage all candidates to apply.

How to Apply (Please Read Carefully)

If you’re interested, you should submit your application with a resume in PDF, along with a cover letter explaining your specific interest in this role and why you'd like to join the Alt Legal team.

Our applications are still reviewed by humans! Please pardon any delayed responses.