Customer Support Specialist – Bill4Time

Paradigm is a legal-industry leader in cloud-based software with three practice management platforms – PracticePanther, Bill4Time, and MerusCase – as well as epayments (Headnote) and accounting (TrustBooks) solutions.

What is the role?

You are responsible for communicating with clients to resolve inquiries in a timely manner. You will work with clients to answer questions, identify bugs, and resolve issues. You will relay feedback to our product and development teams and be the voice of our customer to mitigate client requests and issues professionally.

In this role, you will:

• Responsible for providing high level support via Phone, Chat, & Email
• Identifying and resolving client issues/concerns
• Establish customer relationships
• Improve client retention
• Diagnose bugs
• Communicate customer issues/requests to development team
• Working with the latest cloud support systems such as Intercom, Salesforce, JIRA, etc
• Other duties as assigned
• Work hours will be 10 am – 7 pm EST/ 9 am – 6 pm CST/ 7 am – 4 pm PST

Qualifications

• 2+ years customer support experience
• 2+ years SaaS environment experience
• Knowledge in the legal industry advantageous
• Knowledge with SalesForce, Intercom, JIRA, G Suite

Who is the ideal candidate?

• Must be patient, empathetic, and have great communication skills
• Data driven individual
• Strong interpersonal skills to work collaboratively with different departments
• Comfortable with technology and learning new software
• Ability to handle escalated customer issues
• Self-motivated, diligent, and can inspire others
• Excellent verbal and written communication skills
• Organized, detail oriented, and able to manage multiple tasks
• Must be personable and enjoy working in a client-facing role
• Able to discuss technically detailed processes and integrations with customers who are both tech-savvy and non-technical