Customer Support Specialist

Job Title

We are looking to add a Customer Support Specialist to our growing team. You can find more information below! Alt Legal is a fast-growing SaaS-based legal technology company focused on making trademark professionals’ lives easier. Our intuitive and automated software helps IP professionals create, maintain, and analyze trademarks and other IP assets. Leading law firms and Fortune 100 companies trust our software to manage hundreds of thousands of filings daily. We are a diverse and multi-talented virtual team. We thrive in a collaborative, open, positive environment, and we care about our mission, customers, prospects, each other, and the broader community. We are committed to ensuring that everyone on the team can grow by being around equally exceptional and kind people.

Reporting to the Director of Customer Support, the Customer Support Specialist role will be responsible for interacting with customers and executing a range of external and internal requests. As the first point of contact for customers through our multiple channels of communication (live chat, email, and phone), you will be helping customers solve their problems and navigate our software. You will also regularly train new customers as well as existing ones to ensure that they are getting the most out of our software.

Your specific responsibilities include:

• Acting as a first point of contact for all day-to-day questions received via Alt Legal’s support email, live chat, and phone line.
• Resolving issues directly or bringing in other internal resources to ensure all customer issues are resolved to the customer’s satisfaction in a timely and careful manner.
• Escalating system-wide issues to the product team.
• Providing platform training to key stakeholders.
• Ensuring all client commitments are met.

We also offer all employees a variety of perks such as flexible vacation, remote work options, healthcare coverage, and the opportunity to determine your own growth path.