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Customer Support Specialist

4 months ago

Remote, Oregon, United States Join Paradigm Full time

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?

We have a reputation for excellent customer service. As a LollyLaw 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 LollyLaw. 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 LollyLaw.

In this role, you will:

  • Support existing customers via email and phone
  • Diagnose & troubleshoot client issues
  • Onboard new customers with training calls and check-ins
  • Continuously acquire expertise in LollyLaw features
  • Write and update help center materials
  • Improve client retention
  • Work with various stakeholders to help them understand evolving client needs
  • Other duties as assigned

Qualifications

  • 1-2 years of customer support experience
  • SaaS experience preferred
  • Experience in a law firm highly preferred
  • Strong initiative and creative problem solving
  • Strong communication skills and introspection to understand customer needs
  • Able to work well with a team and independently
  • Excellent conflict management skills
  • Experience in the legal or consulting industry advantageous

Who is the ideal candidate?

  • You are a problem-solver and a go-getter who isn't afraid to dive into projects and get your hands dirty
  • You articulate clearly, both written and orally, to build consensus, communicate ideas and deliver on-time
  • Ability to engage, influence and inspire stakeholders to drive collaboration and alignment.
  • Excellent with user-experience design principles and data analytics

Why should you join Paradigm?

Paradigm offers a suite of legal practice software solutions that help lawyers manage, automate and grow their firms. More than 50,000 lawyers across 170 countries use our products to shift the paradigm of how they practice law. With four world-class all-in-one legal practice management platforms — PracticePanther, Bill4Time, MerusCase and LollyLaw – in addition to payments and accounting solutions powered by Headnote and TrustBooks.

Paradigm empowers lawyers across the spectrum of practice area, geography, and business needs. At Paradigm, we are fast-paced, ambitious and unified by a common vision to build the best legal technology products in the world.


Benefits/Perks

  • Competitive salary
  • Paid vacation + sick and parental leave
  • Remote working flexibility
  • Budget for home office improvements
  • Company culture that encourages work / life balance
  • 100% paid PPO medical, vision, and dental insurance, 401k matching, equity grants
  • Bi-annual company retreats and many other fun activities to bring our team together (physically or virtually) as often as possible
About Paradigm

Paradigm is a rapidly growing legal technology business that offers a suite of product solutions to allow lawyers to automate their firms, get more done in less time, and focus on what they do best: practicing law. The business currently includes three leading practice management and online payment and accounting solutions – PracticePanther, Bill4Time, Headnote, Trustbooks and MerusCase.

Paradigm operates as a single business and team with multiple software solutions. Our software offerings have the ability to scale in different niches of the market, and the shared resources, talent, and expertise allow us to accelerate growth across the portfolio. Paradigm will continue to grow each of these platforms organically, while also looking for new acquisitions that can bolster our position as a leading legal technology company. Paradigm has ~100 employees based in New York, Florida, Washington, California, and other locations across the US.