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Customer Support Specialist - Bill4Time

Remote: 
Full Remote
Contract: 
Full time
Experience: 
Mid-level (2-5 years)
Work from: 
United States

Offer summary

Qualifications:

2+ years customer support experience, 2+ years SaaS environment experience, Legal industry knowledge advantageous, Experience with Salesforce, Intercom, JIRA, G Suite.

Key responsabilities:

  • Provide support through Phone, Chat, Email
  • Resolving client issues, improving retention, and communication
  • Identify bugs, relay feedback to development teams
  • Work with cloud support systems like Intercom, Salesforce, JIRA
  • Other assigned duties as necessary
Paradigm logo
Paradigm SME https://www.joinparadigm.com/
51 - 200 Employees
About Paradigm
Paradigm offers a suite of legal software solutions that help lawyers manage, automate and grow their firms. More than 40,000 lawyers across 170 countries use our products to shift the paradigm of how they practice law. With four world-class legal practice management solutions — PracticePanther, MerusCase, LollyLaw, and Bill4Time, and two payment and accounting platforms, Headnote and TrustBooks — Paradigm has the perfect solution for any law firm. We are better together. Bringing these industry-leading software under one roof allows us to quickly test and apply new ideas across the portfolio. We leverage collective wisdom and resources to introduce the right innovation at the right time to better serve lawyers everywhere. Officially recognized as a Great Place to Work in 2021 and 2022, at Paradigm, we are fast-paced, ambitious and unified by a common vision to build the best legal technology products in the world. Our team includes some of the brightest minds in technology, engineering, sales, marketing, and law, and we benefit from the backing and partnership of Francisco Partners.
See more Paradigm offers

Job description

Paradigm is a legal-industry leader in cloud-based software with three practice management platforms – PracticePanther, Bill4Time, and MerusCase – as well as epayments (Headnote) and accounting (TrustBooks) solutions.

What is the role?

You are responsible for communicating with clients to resolve inquiries in a timely manner. You will work with clients to answer questions, identify bugs, and resolve issues. You will relay feedback to our product and development teams and be the voice of our customer to mitigate client requests and issues professionally.

In this role, you will:

  • Responsible for providing high level support via Phone, Chat, & Email
  • Identifying and resolving client issues/concerns
  • Establish customer relationships
  • Improve client retention
  • Diagnose bugs
  • Communicate customer issues/requests to development team
  • Working with the latest cloud support systems such as Intercom, Salesforce, JIRA, etc
  • Other duties as assigned
  • Work hours will be 10 am - 7 pm EST/ 9 am – 6 pm CST/ 7 am – 4 pm PST

Qualifications

  • 2+ years customer support experience
  • 2+ years SaaS environment experience
  • Knowledge in the legal industry advantageous
  • Knowledge with SalesForce, Intercom, JIRA, G Suite

Who is the ideal candidate?

  • Must be patient, empathetic, and have great communication skills
  • Data driven individual
  • Strong interpersonal skills to work collaboratively with different departments
  • Comfortable with technology and learning new software
  • Ability to handle escalated customer issues
  • Self-motivated, diligent, and can inspire others
  • Excellent verbal and written communication skills
  • Organized, detail oriented, and able to manage multiple tasks
  • Must be personable and enjoy working in a client-facing role
  • Able to discuss technically detailed processes and integrations with customers who are both tech-savvy and non-technical

Why should you join Paradigm?

Paradigm offers a suite of legal practice software solutions that help lawyers manage, automate, and grow their firms. More than 50,000 lawyers across 170 countries use our products to shift the paradigm of how they practice law. With four world-class all-in-one legal practice management platforms - PracticePanther, Bill4Time, MerusCase, and LollyLaw - in addition to payments and accounting solutions powered by Headnote and TrustBooks.

Paradigm empowers lawyers across the spectrum of practice area, geography, and business needs. At Paradigm, we are fast-paced, ambitious, and unified by a common vision to build the best legal technology products in the world.

Benefits/Perks

  • Competitive salary
  • Paid vacation + sick and parental leave 
  • Remote working flexibility 
  • Budget for home office improvements 
  • Company culture that encourages work / life balance 
  • 100% paid PPO medical, vision, and dental insurance, 401k matching, equity grants
  • Bi-annual company retreats and many other fun activities to bring our team together (physically or virtually) as often as possible!
About Paradigm

Paradigm is a rapidly growing legal technology business that offers a suite of product solutions to allow lawyers to automate their firms, get more done in less time, and focus on what they do best: practicing law.  The business currently includes three leading practice management and online payment and accounting solutions – PracticePanther, Bill4Time, Headnote, Trustbooks and MerusCase.

Paradigm operates as a single business and team with multiple software solutions.  Our software offerings have the ability to scale in different niches of the market, and the shared resources, talent, and expertise allow us to accelerate growth across the portfolio.  Paradigm will continue to grow each of these platforms organically, while also looking for new acquisitions that can bolster our position as a leading legal technology company.  Paradigm has ~100 employees based in New York, Florida, Washington, California, and other locations across the US.

Required profile

Experience

Level of experience: Mid-level (2-5 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Software SuiteSoftware CodingLegal KnowledgeCustomer SupportKnowledge BaseIntercomJIRA

Other Skills

  • Verbal Communication Skills
  • Adaptability
  • Empathy
  • Organizational Skills
  • Motivational Skills
  • Social Skills
  • Detail Oriented
  • Patience
  • Multitasking
Are you interested?

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