Technical Support (Email Specialist)

Salt Lake City, UtahCustomer Success – Chat Support /Full-time /On-siteFilevine is a Legal AI company delivering Legal Operating Intelligence for the future of legal work. Grounded in a singular system of truth, Filevine brings together data, documents, workflows, and teams into one unified platform—where modern legal work happens with clarity and consistency.Powered by LOIS, the Legal Operating Intelligence System, Filevine connects context across every matter to transform legal operations from reactive to proactive. LOIS reads, understands, and reasons across your data to surface insight, automate complexity, and give professionals the clarity and confidence to see more, know more, and do more. Fueled by a team of exceptional collaborators and innovators, Filevine’s rapid growth has earned AI awards and recognition from Deloitte and Inc. as one of the most innovative and fastest-growing technology companies in the country.Job SummaryThe Email Support team works with customers to solve their day to day issues, thus we are looking for candidates with a passion for providing world-class support. Your job will be to maintain an in-depth understanding of Filevine products, customer use cases and support processes to assist with issues, team training, documentation, and ensure an overall excellent quality of support to our customer. We are looking for empathetic, technically skilled problem solvers with a knack for solving difficult problems and pleasing our customers. The email team works closely with all parts of the organization to ensure the customer experience is seamless and consistent. The Email Support Team works closely with all parts of the organization to ensure the customer experience is seamless and consistent. This team works closely with the Technical Support (Live Help) Team with potential opportunities for career growth and advancement. This is an onsite and in-office position based in Salt Lake City, UT. Reporting to the Director of Customer Support, you will be responsible for the following:What You'll Do:Work directly with customers to investigate and resolve difficult issues primarily over email.Scheduling and joining Zoom meetings when necessaryObtain, and maintain a high level of functional knowledge and exposure to all of our tools to become a product knowledge expert.Work cross-functionally with different departments to grow your knowledge, ensure we have healthy communications across the organization and truly provide our clients with the best experience.Develop and maintain resources by writing internal knowledge base articlesBecoming an expert on Filevine productsWhat You'll Need:Previous technical support/chat support experience preferredPrior experience in high-volume environmentProfessional presence in customer-facing settingsExcellent written and verbal communicationA high technical aptitudeMust be able to work in office 5 days a week in our Sugarhouse, UT LocationProven ability to maintain focus, productivity, and composure in high-stress, fast-paced in-person environments.Highly adaptable to working in open-office layouts while staying focused and respectful of colleagues.Skilled at handling high-priority Zoom calls with upset customers on short notice, using empathy and composure to resolve complex issues.Receptive to feedbackHungry to help customers, learn and to provide excellent serviceWork Location Expectation:This position is based out of our San Francisco, Chicago, Salt Lake City or New York offices. Candidates residing in or near these metro areas are expected to work on a hybrid (2-3 days in-office/week) or fully onsite basis.Cool Company Benefits:- A dynamic, rapidly growing company, focused on helping organizations thrive - Medical, Dental, & Vision Insurance (for full-time employees)- Competitive & Fair Pay- Maternity & paternity leave (for full-time employees)- Short & long-term disability- Opportunity to learn from a dedicated leadership team- Top-of-the-line company swagPrivacy Policy NoticeFilevine will handle your personal information according to what’s outlined in our Privacy Policy.Communication about this opportunity, or any open role at Filevine, will only come from representatives with email addresses using "filevine.com". Other addresses reaching out are not affiliated with Filevine and should not be responded to.Filevine is an Equal Opportunity Employer. Qualifications for employment, promotion and other terms and conditions of employment are based upon the ability to perform the job. Equal-employment opportunities are provided to all applicants and employees without regard to race, creed, religion, color, age, national origin, sex, disability, veteran status, or other legally protected class. Filevine is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need assistance or accommodation due to disability, or if you have concerns related to Filevine’s equal employment opportunities, you may contact us at [email protected]We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.