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    Customer Support Specialist - Doral, United States - Paradigm

    Paradigm
    Paradigm Doral, United States

    1 week ago

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    Description
    Job Description

    Job 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?
    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.

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