Support Specialist

Job Description

Job Description

Job Title : Support Specialist

Reports to : Director of Customer Success

Organization : Customer Success

Job Summary :

Your primary goal will be to help our customers. As our software continues to lead the legal-tech market, your answers to questions and the solutions you provide each customer may change, but through it all, you should have a way with customers that builds rapport, establishes trust, and shines with professionalism. You're comfortable with software technology, from documenting the (repeated) answers you find customers in an online knowledge base to escalating more complex tickets up through our engineering team. Whether over video conference or through email, your communication style should be clear and easy for our customers to understand and take action on.

Pace should not scare you – we were the 50th Fastest Growing Software Company in the 2024 Inc 5000 list. But we're also a Certified Great Place to Work™. So we mix working hard with healthy doses of fun. Our people build strong friendships, and they have each other's backs. Every day.

Responsibilities :

• Act as a responsive first level support and subject matter expert for our customers and other end users of our customer base.
• Respond to emails and incoming tickets from customers to provide resolutions and answers.
• Schedule and attend Zoom meetings with customers to help troubleshoot them over video conference.
• Use our internal systems (Intercom, Hubspot) to document client interactions and problem resolution.
• Educate clients on product features and functionality.
• Possess detailed knowledge of our software so that answers to solutions can be prescribed quickly and effectively.
• Provide training support for support personnel, when new members are hired.
• Manage, buildout, and continue to innovate the appropriate add-ons and improve how we leverage Intercom for customer support.
• Help build and maintain knowledge sources, specifically adding to the generative AI capabilities of Intercom for our knowledge base.
• Act as liaison between customers and internal departments to communicate, research, and investigate symptomatic and repeat issues.
• Analyze data and workflows to determine root causes for customer troubleshooting and support and make recommendations to gain long-term efficiencies.
• Keep CS and Account team members informed proactively when customer health may be impacted due to support requests.
• Provide follow-up research and consultative service support to internal and external customers when immediate answers may not be available.

Qualifications :

Location :

This role is required to be onsite at our office in Daniel Island, South Carolina. Candidates located outside of the Charleston area need not apply.

Why Case Status :

We're one of the fastest-growing, venture-backed tech startups based out of beautiful Charleston, SC., most recently ranking #50 on the Inc. 5000 list of fastest growing software companies. With a total market opportunity of almost $5B, we've been making big waves in the legal industry by enabling our customers to provide their clients real-time case status communications, proprietary progress tracking, smart scheduling, custom legal NPS system and more. We are completely transforming how law firms interact with their clients through a combination of cutting-edge software, AI technology, innovative solutions and a bunch of really "rad" people.

What do we mean by "rad"? You must not be from the 80s! Here's what it means to be RAD at Case Status :

Radically Disruptive - We make a point to go above and beyond in everything we do. Through creativity, diligence and clear expectations, we proactively challenge the status quo, embrace failure, and adapt when necessary for the greater good of the mission.

Actively Curious - Making an impact on our customers and their clients' matters deeply to us. We value humility and solve for others first. When we are faced with challenges, we desire to delight our customers at every chance. We are curious in our approach, humble in our execution, and confident in our vision.

Dedicated to our Team - Being fully committed means being dependable, taking responsibility for challenges, sharing accolades widely, and checking our egos at the door. We value a strong culture and contribute to its success by taking care of each other; growing professionally, and celebrating our accomplishments.

We're not just on a mission to transform the legal industry (or bring the word "rad" back to the mainstream, that's just a bonus). We're on a mission to help every legal firm profoundly improve their client experience. We want to help every client have a 5 star experience with their attorney. Because every customer is important to us, and so every client matters.

Benefits :

We firmly believe that investing in our employees' well-being and empowering them through a competitive total rewards philosophy is the only way to go.

Some of our perks include :