Customer Support Specialist

Join to apply for the Customer Support Specialist role at ClioJoin to apply for the Customer Support Specialist role at ClioGet AI-powered advice on this job and more exclusive features.Clio is more than just a tech company–we are a global leader that is transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.Summary:We are currently seeking a Customer Support Specialist to join our Customer Support Team in our Burnaby or Toronto hub offices.What your team does:This team is high energy and fast paced, and while our number one goal is to provide an effortless customer experience (fast, high-quality answers to any question), we are also hyper-focused on sharing the value of Clio products with our customers. Our team members are smart, engaged, resourceful and driven. They live into our values by thriving as a team, approaching situations with optimism and a solutions-oriented, human-centred mindset to help each other and help our customers win. We intentionally foster a unique contact centre culture built on empowerment and accountability by hiring great people and getting out of their way.Working Hours:This is a full time, permanent position. Our Customer Support Specialists work with a flex shift model; this means you will be given a 90 minute window in which your shifts will start and end. The start time may change day to day within that window however you will always know your shifts two weeks in advance.For example, if your flex shift is 9-10:30am PT, you will never start before 9am PT or later than 10:30am PT, and will work an 8 hour shift from that start time.Our shift requirements for new hires change on a regular basis to meet business requirements, but could start as early as 6am PT and end as late as 12am PT. Your Talent Acquisition Specialist will be happy to explain more should you connect with them.What you'll work on:Handling a high volume of inbound requests by phone, chat, and email with a focus on making the customer experience as effortless as possible;Becoming an expert in all of Clio’s features and functionality with the ability to speak to the additional value that Clio provides;Methodically troubleshooting technical product issues, reproducing and coordinating resolutions with our Technical Escalations, Product and Customer Success teams;Confidently handling a wide variety of inquiries, providing guidance, needs-based solutions and proactively identifying the customers next challenge to help them get the most out of working with Clio;Coaching our users to leverage self-serve resources and group training opportunities;Identifying when a customer is a fit for additional products or services, and connecting them with the appropriate team to discuss options further;Capturing feedback on the product for use by our Product team;Owning your own development and career growth to get better everydayWhat you bring:Confidence in your ability to connect with a wide range of people and love for working with customers of all skill levels and personality types;Excitement about finding new and complex problems to solve;Tech-savviness and excitement to dive into learning new platforms;Strong verbal communication skills, ability to express yourself in a clear, concise, and empathetic manner;Patience, compassion and understanding;Curiosity to strive to continuously improve and learn;Ability to thrive at multitasking and prioritizing in a fast-paced environment;Excellent writing skills, and the ability to write in a professional tone with little to no grammatical or spelling errors;Self-driven attitude and willing to take initiative to grow your skills;Fun, outgoing, and engaging personality - and love to work as a cohesive team.Serious bonus points if you:Have customer focus at your core and are eager to make a career out of helping clients be successful;Have experience working with web-based/SaaS applications;Are familiar with Salesforce/ServiceCloud or similar CRM software;Are familiar with Legal or other professional service industries;Are flexible and open to working evening and night shifts;Are proficient in Google Suite and Microsoft Office;Are proficient in Windows and/or Mac operating environments.What you will find here:Compensation is one of the main components of Clio’s Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.Some highlights of our Total Rewards program include:Competitive, equitable salary with top-tier health benefits, dental, and vision insuranceHybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, and Dublin) to be in office minimum 2 days per week on our Anchor Days.Flexible time off policy, with an encouraged 20 days off per year.$2000 annual counseling benefitRRSP matching and RESP contributionClioversary recognition program with special acknowledgement at 3, 5, 7, and 10 yearsThe expected new hire base pay for this role is $56,000 CAD.Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth at Clio. For experienced individuals, we typically hire at or around the midpoint of the band. The top portion of the salary band is reserved for employees who demonstrate sustained high performance and impact at Clio. Those who are new to the role may join below the midpoint and develop their skills over time. The final offer amount for this role will be dependent on geographical region, applicable experience, and skillset of the candidate.Diversity, Inclusion, Belonging and Equity (DIBE) & AccessibilityOur team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, equity and inclusion. We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.Learn more about our culture at clio.com/careersDisclaimer: We only communicate with candidates through official @clio.com email addresses.Seniority levelSeniority levelEntry levelEmployment typeEmployment typeFull-timeJob functionJob functionOtherIndustriesSoftware Development and IT Services and IT ConsultingReferrals increase your chances of interviewing at Clio by 2xSign in to set job alerts for “Customer Support Specialist” roles.Surrey, British Columbia, Canada 2 weeks agoOperations Customer Service Representative-2Coquitlam, British Columbia, Canada 13 hours agoSpecialist, Customer Service RepresentativeBurnaby, British Columbia, Canada 1 week agoBurnaby, British Columbia, Canada 1 month agoCustomer Success Administrative AssistantBurnaby, British Columbia, Canada 6 days agoBurnaby, British Columbia, Canada 1 week agoCustomer Service Representative (Motivator) - Vancouver Hemlock and 8th For WomenRichmond, British Columbia, Canada 2 weeks agoRichmond, British Columbia, Canada 3 weeks agoCustomer Service Rep/Warehouse SpecialistLangley, British Columbia, Canada CA$50,000.00-CA$55,000.00 1 month agoBurnaby, British Columbia, Canada 11 hours agoMaple Ridge, British Columbia, Canada 3 weeks agoBurnaby, British Columbia, Canada 5 days agoBurnaby, British Columbia, Canada 6 days agoNew Westminster, British Columbia, Canada 1 month agoWe’re unlocking community knowledge in a new way. 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