Technical Support

Email Support SpecialistFilevine is forging the future of legal work with cloud-based workflow tools. We have a reputation for intuitive, streamlined technology that helps professionals manage their organization and serve their clients better. We're also known for our team of extraordinary and passionate professionals who love working together to help organizations thrive. Our success has catapulted Filevine to the forefront of our fieldwe are ranked as one of the most innovative and fastest-growing technology companies in the country by both Deloitte and Inc.Our mission is to build the seamless intersection between legal and business by creating a world-class platform to help professionals scale.Job Summary: The Email Support team works with customers to solve their day to day issues, thus we are looking for candidates with a passion for providing world-class support. Your job will be to maintain an in-depth understanding of Filevine products, customer use cases and support processes to assist with issues, team training, documentation, and ensure an overall excellent quality of support to our customer. We are looking for empathetic, technically skilled problem solvers with a knack for solving difficult problems and pleasing our customers. The email team works closely with all parts of the organization to ensure the customer experience is seamless and consistent. This team works closely with the Technical Support (Live Help) Team with potential opportunities for career growth and advancement. This is an onsite and in-office position based in Salt Lake City, UT. Reporting to the Director of Customer Support, you will be responsible for the following:ResponsibilitiesWork directly with customers to investigate and resolve difficult issues primarily over email.Scheduling and joining Zoom meetings when necessaryObtain, and maintain a high level of functional knowledge and exposure to all of our tools to become a product knowledge expert.Work cross-functionally with different departments to grow your knowledge, ensure we have healthy communications across the organization and truly provide our clients with the best experience.Develop and maintain resources by writing internal knowledge base articlesBecoming an expert on Filevine productsQualificationsPrevious technical support/chat support experience preferredPrior experience in high-volume environmentProfessional presence in customer-facing settingsExcellent written and verbal communicationA high technical aptitudeReceptive to feedbackHungry to help customers, learn and to provide excellent serviceFilevine is an Equal Opportunity Employer. Qualifications for employment, promotion and other terms and conditions of employment are based upon the ability to perform the job. Equal-employment opportunities are provided to all applicants and employees without regard to race, creed, religion, color, age, national origin, sex, disability, veteran status, or other legally protected class. Filevine is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need assistance or accommodation due to disability, or if you have concerns related to Filevine's equal employment opportunities, you may contact us at legal@filevine.com.Cool Company Benefits:A dynamic, rapidly growing company, focused on helping organizations thriveMedical, Dental, & Vision Insurance (for full-time employees)Competitive & Fair PayMaternity & paternity leave (for full-time employees)Short & long-term disabilityOpportunity to learn from a dedicated leadership teamCentrally located open office building in Sugar HouseTop-of-the-line company swagPrivacy Policy Notice: Filevine will handle your personal information according to what's outlined in our Privacy Policy.