Customer Support Associate

OVERVIEW

MinuteBox

• Loved by legal professionals
• Supercharging legal work
• Fast, efficient and fun

Our customers turn hours of legal work into minutes by supercharging their workflows. Along with you, we're shaping the future of legal, regulatory and compliance work. Join us

Shape the Future

For too long legal software has been difficult, boring and stuck in the '90s. We're shaping the future of legal work with fun, delightful products that bring joy to our users and that adds value to their work.

Accomplishing this begins with a great team that cares about our customers, our values and each other.

Make a Big Impact

Legal technology is the last frontier awaiting its technological revolution in the workplace and MinuteBox is at the forefront. We are taking on a massive market and a massive problem across various domains and practice areas.

Company Culture

MinuteBox is a place where leaders are born. Our founding team and senior management believe in empowering you to lead and excel at what you do best. We value mental and physical health and well-being and strive to create a positive work environment for everyone.

About the Job

MinuteBox is a cloud-based platform used by law firms, large companies, and accounting firms for entity management, corporate governance, minute book storage and workflow automation. Its innovative suite of products are used by some of Canada's largest legal departments and global professional services organizations.

The team has created the most powerful, accessible and secure legal technology available and the company is growing quickly as they continue to expand their footprint across North America.

You will play a key role in assisting the trainers and Customer Support Associates to provide an extraordinary customer experience. Customer Success Team members are passionate about the product and equally excited about helping customers migrate to a new platform.

You can multitask and have a true passion for problem-solving and helping customers achieve their business goals. This is a critical role whose priority is to successfully onboard customers, train users and manage the overall relationship with customers. A passion for software and new technologies is also a must.

As a Customer Support Associate, you will report to the Manager, Customer Support and work alongside the Customer Success Team, applying the strategies and solutions required to meet and exceed the satisfaction of new and existing customers.

PREREQUISITES

• New graduates are welcome to apply
• Fluency and Proficiency in English, both written and oral, is a must, with Fluency in French, nice to have
• Excellent communication skills and the ability to work as a member of a team as well as independently.
• Solid presentation skills with both a passion for and experience working with B2B SaaS products, and the ability to dynamically adjust communication for technical and non-technical audiences
• Ability to collaborate with others and work as a team to deliver meaningful results, and prioritize group needs over individual needs
• Familiarity with HubSpot, Zendesk and other ticketing systems
• High attention to detail and the ability to manage a varied workload in an evolving environment.
• Excellent Time management and prioritization skills with the ability to juggle demands and meet deadlines
• Proficient in MS Office & Excel, Google Suite
• Proven experience with support and technical matters
• Comfortable working with all levels of management

• Comfortable operating in a fast-growing, rapidly changing and dynamic organization with a self-governing, roll-up-your-sleeves culture.

• Outside-the-box thinking for problem-solving with clients and team members

RESPONSIBILITIES

• Respond to customer support tickets and provide technical support via email/phone in a timely manner
• Work with Customer Success team on all aspects of post-sales communications with customers
• Participate in support calls and training sessions with customers
• Build and support relationships with clients and internal teams
• Assist in the development of onboarding documentation and processes for new customers
• Proactively drive results by assisting with a portfolio of enterprise projects, managing risks and issues, and leading projects to achieve desired goals while keeping cross functional teams accountable to business objectives
• Support the reporting of various KPIs across the MinuteBox organization
• Clearly communicate and guide customers on their product journey as a trusted advisor

About the Role

• Permanent salaried employee
• Hybrid work environment (Toronto-Based)
• Salary commensurate with experience

Why choose MinuteBox?

• We are a group of passionate and thoughtful people working together to fundamentally change the way legal work gets done
• We are growing quickly Plus, MinuteBox is the highest-rated platform on the popular G2 Crowd software review website
• We have all the fun perks you'd expect—flexible vacation policy, competitive vision, dental, and health benefits, team lunches, and socials
• We are proud of our culture and care about it deeply—we live by our team values and are always trying to make MinuteBox a better company today than it was yesterday
• We encourage learning, growth, continuous improvement, and provide the freedom to experiment

Not sure if you qualify?

Apply anyway We extend opportunities to a broad array of candidates, including those with diverse workplace experiences and backgrounds. Whether you're new to the corporate world, returning to work after a gap in employment, or simply looking to transition or take the next step in your career path, we are excited to connect with you. Come bring your passion for customer support to life at MinuteBox

MinuteBox Values Diversity and Equal Opportunity

MinuteBox is an equal opportunity employer and as such, we do not discriminate on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other characteristic protected by applicable laws. We are dedicated to growing a diverse team of highly talented individuals and creating an inclusive environment where everyone feels empowered to bring