Customer Support Specialist, APAC

Customer Support Specialist

Clio is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely. We are transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.

We are currently seeking a Customer Support Specialist to join our Customer Support Team in APAC. This role is available to remote candidates in the Sydney/New South Wales area of Australia.

This team is high energy and fast paced, and while our number one goal is to provide an effortless customer experience (fast, high-quality answers to any question), we are also hyper-focused on sharing the value of Clio products with our customers. Our team members are smart, engaged, resourceful and driven. They live into our values by thriving as a team, approaching situations with optimism and a solutions-oriented, human-centred mindset to help each other and help our customers win. We intentionally foster a unique contact centre culture built on empowerment and accountability by hiring great people and getting out of their way.

What you'll work on:

• Handling a high volume of inbound requests by phone, chat, and email with a focus on making the customer experience as effortless as possible;
• Becoming an expert in all of Clio's features and functionality with the ability to speak to the additional value that Clio provides;
• Methodically troubleshooting technical product issues, reproducing and coordinating resolutions with our Technical Escalations, Product and Customer Success teams;
• Confidently handling a wide variety of inquiries, providing guidance, needs-based solutions and proactively identifying the customers next challenge to help them get the most out of working with Clio;
• Coaching our users to leverage self-serve resources and group training opportunities;
• Identifying when a customer is a fit for additional products or services, and connecting them with the appropriate team to discuss options further;
• Capturing feedback on the product for use by our Product team;
• Owning your own development and career growth to get better everyday!

What you bring:

• Confidence in your ability to connect with a wide range of people and love for working with customers of all skill levels and personality types;
• Excitement about finding new and complex problems to solve;
• Tech-savviness and excitement to dive into learning new platforms;
• Strong verbal communication skills, ability to express yourself in a clear, concise, and empathetic manner;
• Patience, compassion and understanding;
• Curiosity to strive to continuously improve and learn;
• Ability to thrive at multitasking and prioritizing in a fast-paced environment;
• Excellent writing skills, and the ability to write in a professional tone with little to no grammatical or spelling errors;
• Self-driven attitude and willing to take initiative to grow your skills;
• Fun, outgoing, and engaging personality - and love to work as a cohesive team.

Serious bonus points if you:

• Have customer focus at your core and are eager to make a career out of helping clients be successful;
• Have experience working with web-based/SaaS applications;
• Are familiar with Zendesk or similar CRM software;
• Are familiar with Legal or other professional service industries;
• Are flexible and open to working evening and night shifts;
• Are proficient in Google Suite and Microsoft Office;
• Are proficient in Windows and/or Mac operating environments.

What you will find here:

Compensation is one of the main components of Clio's Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.

Some highlights of our Total Rewards program include:

• Competitive, equitable salary with top-tier health benefits, dental, and vision insurance
• Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office minimum twice per week.
• Flexible time off policy, with an encouraged 20 days off per year.
• $2000 annual counseling benefit
• RRSP matching and RESP contribution
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

The expected new hire base pay for this role is $56,000 CAD.

Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility

Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, equity and inclusion. We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.

Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.

Learn more about our culture at clio.com/careers

We're a Human and High Performing AI company, meaning we use artificial intelligence to improve all of our operations. In recruitment, AI helps us streamline the process for greater efficiency. However, we've built our systems to ensure that a human always reviews AI-generated output, and we never make automated hiring decisions.

Disclaimer: We only communicate with candidates through official @clio.com email addresses.