We have a reputation for excellent customer service. As a MerusCase Customer Support Specialist, you will act as a client advocate to ensure that our customers are able to achieve positive business outcomes throughout their partnership with MerusCase. Proactive, energetic, and self-driven, you will strive to understand our customers within the legal tech industry and work to be a trusted partner so that firms love and grow with MerusCase.
In this role, you will:
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Support existing customers via chat, email, and phone
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Diagnose and troubleshoot client issues
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Onboard new customers with training calls and check-ins
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Continuously acquire expertise in MerusCase features
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Write and update help center materials
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Improve client retention
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Work with various stakeholders to help them understand evolving client needs
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Other duties as assigned
Qualifications
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1-2 years of customer support experience
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SaaS experience preferred
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Strong initiative and creative problem solving
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Strong communication skills and introspection to understand customer needs
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Able to work well with a team and independently
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Excellent conflict management skills
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Experience in the legal or consulting industry advantageous
Who is the ideal candidate?
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You are a problem-solver and a go-getter who isn’t afraid to dive into projects and get your hands dirty
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You articulate clearly, both written and orally, to build consensus, communicate ideas and deliver on-time
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Ability to engage, influence, and inspire stakeholders to drive collaboration and alignment
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Excellent with user-experience design principles and data analytics
Benefits/Perks
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Competitive salary
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Paid vacation + sick and parental leave
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Remote working flexibility
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Company culture that encourages work / life balance