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    Customer Support Specialist - Doral, United States - Paradigm Management Co

    Paradigm Management Co
    Paradigm Management Co Doral, United States

    1 week ago

    Default job background
    Description
    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 & Email
    • Identifying and resolving client issues/concerns
    • Establish customer relationships and improve client retention by providing an excellent customer experience
    • Diagnose and document reported bugs
    • Communicate customer issues/requests to development and product teams
    • Working with the latest cloud support systems such as Zendesk, Salesforce, JIRA, etc.
    • Other duties as assigned
    • Working hours will be 8am - 5pm PT / 11am - 8pm ET

    Qualifications

    • 2+ years customer support experience
    • 2+ years SaaS environment experience
    • Knowledge in the legal industry advantageous
    • Knowledge with SalesForce, Zendesk, JIRA, GSuite

    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

    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 compensation
    • 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.
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