Client Support Analyst

Client Support Analyst

At U.S. Legal Support, we're committed to delivering best-in-class litigation support services to our clients nationwide. Our people are passionate, dedicated, and driven by the goal of providing exceptional service every day.

The Client Support Analyst serves as the primary point of contact for clients, providing assistance via phone and email to ensure timely and accurate resolution of inquiries. This role is the subject matter expert for all services offered by U.S. Legal Support and requires strong customer service, professionalism, and problem-solving skills.

Essential Job Functions:

• Investigate and research issues to ensure proper corrective action is taken.
• Quickly address client and sales partner inquiries and drive them to resolution.
• Set up new client accounts via the company portal.
• Direct, coach, and prepare new clients to use portal features effectively.
• Complete front-end processing for settled cases.
• Perform transcript and video status checks.
• Handle client inquiries regarding price quotes for completed jobs.
• Collaborate with other departments to resolve issues or fulfill requests swiftly.
• Work efficiently while suggesting improvements to workflow processes.
• Demonstrate genuine interest and retain knowledge of legal services offered.
• Ensure service level agreements (SLAs) are consistently met or exceeded.
• Perform other duties as assigned by department leadership.

Requirements:

• High school diploma or equivalent required; Associate degree preferred.
• 3+ years of experience in customer service or client solutions.
• Professional email and phone etiquette.
• Industry experience preferred but not required.
• Prior administrative or office experience a plus.

Skills & Attributes:

• Strong attention to detail and active listening skills.
• Excellent communication and problem-solving abilities.
• Cheerful, professional, and client-focused demeanor.
• Dependable and reliable with a strong work ethic.
• Flexible and adaptable in a fast-paced environment.