Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary point of contact for incoming client support inquiries, responding quickly and professionally through all support channels.

• Address product inquiries and technical challenges, escalating to engineering or product teams through the proper procedures when necessary.

• Acquire in-depth knowledge of the Syllo platform and serve as a knowledge resource for both clients and the Customer Success team.

• Facilitate live troubleshooting sessions and product demonstrations with clients to resolve issues and enhance their confidence in the platform.

• Create and update help resources, including articles, guides, and FAQs, to address common client inquiries and product processes.

• Collaborate with other Customer Success teams to identify recurring issues and relay client feedback to the product team.

• Document solutions and contribute to the internal knowledge base to minimize repeated inquiries and support team expansion.

• Engage in product testing and promptly share findings with engineering and product management.

⛳️ Requirements

• 1 to 3 years of experience in a legal setting, whether at a law firm, corporate legal department, or legal technology company, in a support, operations, or client services role.

• Excellent written and verbal communication abilities, with a talent for explaining technical concepts to non-technical users.

• Comfortable leading live client interactions and troubleshooting sessions.

• Experience in creating help content or customer-facing documentation is an advantage.

• Familiarity with support or CRM tools is beneficial.

• Strong aptitude for learning new software tools and a passion for AI-powered products.

🏝️ Benefits

• Comprehensive health and wellness benefits package.

• Opportunities for professional development and growth within the company.

• Flexible work arrangements to support work-life balance.