Customer Support Specialist I

Everlaw is looking for a highly motivated Customer Support Specialist to join their Customer Support team. In this role, you will be the first line of contact for clients, providing assistance with product functionality and troubleshooting technical issues to ensure a successful experience with Everlaw's platform.

Responsibilities

• Become product certified! You’ll begin by completing training modules to get up and running on the ins and outs of the Everlaw platform
• Start your journey on the support queue, providing world-class customer support
• Use your egoless communication and collaborate with your teammates to solve complex client tickets and improve the customer experience
• Participate in quarterly performance and development objectives meetings with your direct manager to build development goals and pathways
• Become a subject matter expert in certain areas of the product and continue to deepen your knowledge of the platform overall
• Develop a strong relationship with the Product and Engineering teams to drive product improvements

Skills

• You have a passion for technology and helping others to understand and use it
• You have exceptional verbal and written communication skills that show enthusiasm, energy, and empathy
• You are incredibly organized, process-driven, and capable of anticipating and mitigating friction points in a fast-paced environment
• You are a thoughtful collaborator, partnering cross-functionally to drive a streamlined customer experience
• You are a quick, eager, and proactive learner, and take initiative to promptly resolve and learn from challenges
• You are authorized to work in the United States; please note that at this time, Everlaw is not sponsoring visas for any positions
• You have experience in Ediscovery, but this is not required
• You have experience working in Customer Support, ideally at a software or legal technology company, but this is not required
• You have experience using Customer Relationship Management tools such as Zendesk and/or Salesforce, but this is not required
• You are comfortable using Google Applications, such as GMail, Google Calendar and Google Docs

Benefits

• Equity program
• 401(k) retirement plan with company matching
• Health, dental, and vision
• Flexible Spending Accounts for health and dependent care expenses
• Paid parental leave and approximately 10 days (80 hours) per year of sick leave
• Seventeen paid vacation days plus 11 federal holidays
• Membership to Modern Health to help employees prioritize mental health and wellness
• Annual allocation for Learning & Development opportunities and applicable professional membership dues
• Company-sponsored life and disability insurance
• Work in our midtown New York City office
• Flexible work-from-home days on Tuesdays and Fridays
• Monthly home internet reimbursement
• Enjoy a wide variety of snacks and beverages in the office
• Bond over company-wide out-of-the-box events and fun activities with your team
• Time off for company-sponsored volunteer events and 4 paid hours per quarter to volunteer at a charitable organization of your choice
• Take advantage of learning and career development opportunities
• Annual learning and development stipend
• Regular check-ins with managers regarding career goals

Company Overview