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Client Chat Support Specialist

Filevine is a rapidly growing software company pioneering a new way of managing complex data, saving our users valuable time, improving productivity and efficiency, and driving a higher level of customer satisfaction. Filevine is known for its powerful analytics, innovative organizational science, and a world-class user experience. The company has an extraordinary team of passionate professionals who love working together to help organizations thrive. Filevine is currently hiring for a Support Member to join our Customer Success team. The support agent is responsible for helping resolve client questions or issues in a timely manner by communicating through live chat, email, phone calls, and screen shares.

Responsibilities:

  • Using chat, email, and occasionally phone calls and/or screen shares to:
    • Answer questions and resolve technical issues
    • Train clients on features in the software
    • Investigate and report bugs in the software
  • Assist in updating training materials to be used on our support site.

Minimum Qualifications:

  • Two-year associates degree and two years of professional experience
  • Technical understanding of cloud software
  • Intuitive sense of web-based applications
  • Strong communication skills, both in writing and in speech
  • Knack for multi-tasking, often to answering and resolving multiple chats at once in a professional, attentive, and timely manner
  • Ability to work with customers, including upset customers, in a diplomatic, calm, productive, and personal way
  • Collaborative “team player” attitude
  • Creative problem-solving skills

Preferred:

  • Bachelor’s Degree
  • Experience in SaaS industry, particularly technical support and training-related
  • Legal industry knowledge
  • Familiarity with workflow and business intelligence cloud platforms
  • Writing/editing Experience
  • Ability to work from 7am to 4pm or 9am to 6pm, Monday through Friday
  • Expertise in advanced Microsoft Word and Excel (Quickparts, formulas, VBA, etc.)

Company Perks:

  • Flexible time off
  • Open office working atmosphere
  • Laptop upon hire
  • Free snacks and drinks
  • Opportunity to learn from a dedicated leadership team and grow with the company
  • Opportunity to work at a dynamic, rapidly growing company, focused on helping organizations thrive

Filevine 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