Technical Support Representative

August 28

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Brightflag

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Gain visibility into operations, maximize productivity, and engage with outside counsel strategically.

Legal Operations Management • Legal Operations • Legal Technology • Enterprise Legal Management • Legal Service Requests

51 - 200

Description

• You will serve our West Coast client base that will connect mid-US and early morning Australia for our 'Follow the Sun' model, providing 24/5 support to our customers. • Provide guidance and troubleshooting assistance to customers regarding the company’s software products. • Gather and relay customer feedback to the relevant teams to contribute to product improvements and customer satisfaction. • Understand Brightflag's platform and configure customers’ instances to ensure they derive maximum value from the platform • Partner with internal Technical Support, Customer Success and Product teams to educate and onboard law firms and customer end-users to set them up for success using Brightflag’s platform • Contribute to the development and maintenance of educational articles and resources for the company’s help center.

Requirements

• You have 3+ years of experience as a technical support representative in a SAAS company • You pride yourself on being a people person; you love talking to people and building strong rapport with customers • You’ve managed various customer problems daily within a software/technical environment, ideally within an enterprise B2B application • You have managed multiple complex tasks while delivering timely updates until resolution • You have a proven track record of being a problem solver who makes decisive, informed decisions • You’ve utilized data to suggest process improvements & stay organized via Microsoft Excel • You’ve explained complex issues in concise, simple terms for key stakeholders. • You are comfortable communicating to customers via email, video call, phone and live chat. • You are an empathizer; you connect with customers in a genuine way that lets them know you care about their issues • You’ve shown the ability to be a great teammate that can both follow and lead depending on the situation • You’ve shown the ability to work in a tier-based environment which requires documenting cases for further investigation • You are curious and have a natural ability to "zoom-out" of a problem, in order to ask the right questions

Benefits

• Competitive salary of $60,000 per year. • Share options • 20 days holidays + 4 annual reset days (1 each quarter). • Comprehensive health insurance. • Learning subsidy annually, to spend as you wish, plus study and examination leave where applicable. • Fully remote working location (West Coast only, PST time zone) • Our ‘bookworm’ program also enables you to order a book a month...on us! • Wellbeing program & mental health supports. • Home office set-up supports.