Note: The job is a remote job and is open to candidates in USA. ELTEMATE is a Hogan Lovells Legal Tech Company focused on delivering practical solutions to clients' legal needs. They are seeking a Customer Support Specialist to ensure exceptional customer experiences, resolve issues, and contribute to the improvement of their legal tech solutions and services.
Responsibilities
- Respond promptly and professionally to customer inquiries and issues
- Troubleshoot technical issues and guide customers through step-by-step solutions, ensuring a positive brand experience
- Monitor customer issues, actively identifying patterns and areas needing improvement
- Monitor the performance of third-party vendors, identifying areas for development
- Work with key account managers to process client feedback and ensure effective dissemination of relevant information to the appropriate stakeholders within the organization
- Work with the software engineering team to escalate and resolve complex customer issues effectively. Pro-actively report issues to the appropriate teams
- Provide end user training to clients for various legal tech solutions
- Continuously stay updated with the latest features and updates of our legal tech products and services to provide accurate assistance
- Maintain a friendly and empathetic tone while addressing customer concerns, ensuring a high level of customer satisfaction
- Contribute to the development and improvement of customer support and quality assurance resources, such as FAQs, workflows, processes and product specifications
Skills
- Bachelor's degree in business, marketing, communications, or a related field (or equivalent experience)
- Excellent verbal and written communication skills, with a friendly, patient and professional demeanor
- Strong problem-solving skills and the ability to explain technical concepts to non-technical customers
- Proficiency in using customer support software, CRM systems, and other communication tools
- Exceptional organizational skills and the ability to manage multiple customer inquiries simultaneously
- Strong attention to detail and accuracy in documenting customer interactions
- Ability to work both independently and collaboratively in a fast-paced environment
- Fluent English-speaking skills
- Experience working in a legal or technology-related field
- Multilingual abilities to provide support to customers in different languages
- A passion for helping customers and delivering outstanding service
- Readiness to learn and adapt to new technologies and tools
Benefits
- ELTEMATE supports a remote working model.
- For candidates residing within a reasonable commuting distance to one of our office locations, a hybrid schedule of 1–2 days per week in-office is preferred.
Company Overview