Key Facts

Remote From:

Full time

Junior (1-2 years)

English

Hard Skills

Product Knowledge Sales Management Help Desk Support Client Services Customer Retention Conflict Management Stakeholder Engagement User Experience (UX) Customer Success Management Data Mining Online Communication

Other Skills

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Non-Verbal Communication
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Active Listening
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Teamwork
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Creative Problem Solving
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Persuasive Communication
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Empathy
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Self-Motivation
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Problem Solving

Roles & Responsibilities

1-2 years of customer support experience
SaaS experience preferred
Strong initiative and creative problem solving
Strong communication skills and ability to understand customer needs

Requirements:

Support existing customers via chat, email, and phone
Diagnose and troubleshoot client issues
Onboard new customers with training calls and check-ins
Write and update help center materials

Paradigm

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.

Company type: SME

Founded: 2018

Company size: 51 - 200

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Job description

What is the role?

We have a reputation for excellent customer service. As a MerusCase Customer Support Specialist, you will act as a client advocate to ensure that our customers are able to achieve positive business outcomes throughout their partnership with MerusCase. Proactive, energetic, and self-driven, you will strive to understand our customers within the legal tech industry and work to be a trusted partner so that firms love and grow with MerusCase.

In this role, you will:

Support existing customers via chat, email, and phone
Diagnose and troubleshoot client issues
Onboard new customers with training calls and check-ins
Continuously acquire expertise in MerusCase features
Write and update help center materials
Improve client retention
Work with various stakeholders to help them understand evolving client needs
Other duties as assigned

Qualifications

1-2 years of customer support experience
SaaS experience preferred
Strong initiative and creative problem solving
Strong communication skills and introspection to understand customer needs
Able to work well with a team and independently
Excellent conflict management skills
Experience in the legal or consulting industry advantageous

Who is the ideal candidate?

You are a problem-solver and a go-getter who isn't afraid to dive into projects and get your hands dirty
You articulate clearly, both written and orally, to build consensus, communicate ideas and deliver on-time
Ability to engage, influence, and inspire stakeholders to drive collaboration and alignment
Excellent with user-experience design principles and data analytics

Benefits/Perks

Competitive salary
Paid vacation + sick and parental leave
Remote working flexibility
Company culture that encourages work / life balance
100% paid PPO medical, dental, and vision insurance, 401k matching, equity grants