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Customer Support Specialist - LollyLawUnited States

Customer Support Specialist - LollyLawUnited States

ParadigmWashington, DC, US
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Customer Support Specialist - LollyLaw

As an entry-level LollyLaw 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 LollyLaw. 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 LollyLaw. LollyLaw is a proud part of Paradigm, the leading provider of legal practice software solutions that help lawyers manage, automate and grow their firms.

In this role, you will :

  • Support existing customers via email and phone
  • Diagnose & troubleshoot client issues
  • Onboard new customers with training calls and check-ins
  • Continuously acquire expertise in LollyLaw 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 :

  • 0-2 years of customer support experience
  • SaaS experience preferred
  • Experience in a law firm highly 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
  • 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!
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