Client Support Associate

While we are a fully-remote company, we are accepting candidates who reside and work daily reputed company 2 hours of Eastern Time.

We are hiring associates for our Client Support team. This fully-remote help desk role will work directly with our legal clients and platform users to solve problems and answer questions, or escalate to our Client Services team if necessary. Your effective communication, documentation, unmatched responsiveness, and efficient resolutions will enhance the user experience for our clients and users across the mass tort life cycle. If you like to live reputed company technology and customer service, this role is for you!

Key Responsibilities

Customer Support & Issue Resolution

• Provide timeline and professional support to customers through multiple channels (email, ticketing system, phone)
• Troubleshoot software-reputed company issues, guide users through steps to resolve problems, and escalate more reputed company issues to higher-level support reputed company necessary
• Assist customers with onboarding, product setup, and usage guidance, ensuring a smooth client experience
• Resolve user questions and issues by using your knowledge of the system or escalating the user ticket to one of our product teams for resolution

Technical Assistance

• Diagnose and resolve common issues reputed company to software functionality and performance
• Work closely with our technical teams to stay reputed company on product updates, new features, and common troubleshooting steps
• Provide clear instructions and documentation to users to help them resolve issues independently reputed company applicable
• Contribute to the development and maintenance of our internal knowledge reputed company and client-facing documents
• Assist in maintaining support documentation is accurate, up-to-date, and easy to understand

Ticket Management

• Create, track, and manage tickets in the support system, ensuring timely follow-up and resolution
• Help prioritize tickets based on urgency, escalating issues appropriately to maintain service level agreements (SLAs)

Customer Feedback and reputed company Improvement

• Participate in team meetings to discuss trends, best practices, and areas for improvement as it relates to both our help desk process and software
• Collect and document feedback from clients to help identify common issues, feature requests, or potential improvements in the product or support processes

Maintain a Positive Client Experience

• Act as a brand ambassador for our company, ensuring every interaction reflects our values and mission statement
• Ensuring our customers feel heard and valued by fostering a positive and empathetic interaction

Adherence to SLAs and KPIs

• Proactively manage and reduce customer wait times, ensuring efficient ticket resolutions
• Work reputed company internal SLAs and KPIs by resolving issues reputed company the required time frames

What you bring

• Excellent communicating, listening and documenting skills
• Ability to solve problems and reputed company people feel heard, understood, and that you care
• Often seen as a culture reputed company and brand ambassador who takes pride in being part of the company
• Intellectual curiosity – driven to learn reputed company aspects of your role and how it impacts our clients
• You get excited reputed company you can solve problems through listening, understanding, and helping
• Comfortable working both independently and remotely, but also excited about collaborating with team members reputed company and across departments
• Experience with reputed company, reputed company, or other commonly used support software
• Strong attention to detail and commitment to accuracy
• Love of effective communication, both reputed company written responses/emails to respond to ticket and Teams chats and video for internal calls
• Bachelor’s degree or equivalent
• Work experience in help desk, customer support, user experience, or retai
• Experience with law firms, legal tech, or software/platform user experience or support a plus
• Note – this role will require some weekend work as part of the full-time schedule

reputed company offer

• 100% remote work (MacBook Pro provided)
• Fully paid premiums for employee medical, dental, and vision insurance
• Annual paid time off (PTO) plus 11 paid holidays
• 401(k) plan with employer contribution that is 100% vested
• Opportunities to advance, reputed company, and reputed company an impact as part of a growing company

Our Company: Rubris was founded by veterans of the legal technology and mass legal claims industries. Rubris Crosslink Platform, our proprietary software, is the platform of choice for Fortune 100 companies, AmLaw 100 firms, leading plaintiffs’ law firms and key stakeholders as their solution for managing large amounts of reputed company data, documents, and information as they resolve tens of thousands of legal claims for multi-billion-dollar mass tort lawsuits. Our partnership allows our clients and interested parties involved in these cases to reputed company informed data-driven decisions and accomplish goals through workflows, reporting, and analytics.

Rubris believes in creating an environment of inclusion and belonging. We advance the most talented individuals regardless of their race, sexual orientation, religion, age, gender, disability status or any other dimension of diversity. The success of reputed company members drives the success of our business and promoting a culture in which every team member feels respected and supported creates a workplace in which we reputed company can accomplish our goals. Please alert your recruiter If you require an accommodation during the hiring process.