Customer Support Specialist

Summary:

We are currently seeking a Customer Support Specialist, EMEA to join our Customer Success Team in Dublin.

We are looking for someone who is interested in playing a critical role in a close-knit team as we strive to become the market leader in the UK. This team is hyper-focused on enabling our customers’ success at every interaction point with Clio. We are a dedicated team who enjoy what we do and are serious about truly making a positive impact on our customers’ businesses. 

You will serve as a trusted advisor and bring your consultative mindset to each interaction and drive effective change by representing the voice of the customer and acting as the connective tissue between our Customer and the Product team.

What your team does:

This team is high energy and fun, 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 increasing customer health. Our team members are smart, engaged and driven. We are looking to create a unique contact centre culture built on empowerment and accountability where we hire great people and get out of their way.

What you'll work on:

• Handling a high volume of inbound requests by phone, chat, and email with an eye to making the customer experience as effortless as possible;

• Advocating for the value Clio provides and become an expert in all of Clio’s features and functionality;

• Methodically troubleshooting technical product issues, reproducing and coordinating resolutions with our Technical Escalations, Product and Customer Success teams;

• Confidently answering questions asked, providing advice, training solutions and proactively solving the customers next challenge to help them get the most out of working with Clio;

• Adding to our knowledge base, consistently checking for quality, and coaching our users in the usage of self-serve resources;

• Capturing feedback on the product for use by our Product team;

• Contributing to personal and group projects to improve service delivery and processes across the department.

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What you may have:

• Pride your ability to connect with a wide range of people and love working with customers of all skill levels and personality types;

• Excitement about finding new and complex problems to solve;

• Patience, compassion and understanding.

• Curiosity to strive to continuously improve and learn;

• Ability to thrive at multitasking and prioritizing in a fast-paced environment;

• Tech-savviness and excitement to dive into learning new platforms;

• Excellent writing skills, and the ability to write in a professional tone with little to no grammatical or spelling errors;

• Strong verbal communication skills, able to express yourself in a clear, concise, and empathetic manner;

• 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.

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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 Zendesk or similar CRM software;

• Are familiar with Legal or other professional service industries;

• Are 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 and dental coverage

• Hybrid work environment, with expectation for local Clions (Dublin) to be in office minimum 2 days per week on our Anchor Days.

• Flexible time off policy

• Pension contribution 

• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

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The full salary range* for this role is €38,200 to €45,000 to €51,800 EUR.Please note there are a separate set of salary bands for other regions based on local currency.

Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility 

Our 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/careers