File & ServeXpress Looking for Client Support Specialist at Remote Full Time

Benefits pulled from the full job description

401(k) dental insurance disability insurance health insurance paid time off vision insurance pay online
Log in
Contact fsx
Efiling
California
Delaware
Georgia
Illinois
Maryland
Texas
Virginia
Washington, d.c.
West virginia
Wyoming
Services
Efiling
Eservice
Monthly billing
Batch filing
DocRepository
Resources
About
Leadership team
Join our team
Press releases
Highlights
Blog
Searchmore infomain menu
Client support specialist
Client support specialist
Job overview
The client support specialist will be responsible for successful customer experiences through proactive communications to ensure the highest level of customer satisfaction and loyalty which will ultimately result in future revenue growth opportunities and build internal practices through direct customer feedbackThe client support specialist will answer inbound support requests primarily from legal and judiciary professionals such as attorneys, paralegals, judges, court and law firm staff, and government agenciesIn addition, requests are occasionally received from self-represented litigants and legal aid organization representativesIn this position, you will join a team of professionals who are responsible for ensuring every customer’s interaction is the best-in-class experienceYou will provide a passion for customer service to achieve excellent customer reviews and exceed customers’ expectationsYou will discover innovative solutions with our top-ranked software professionals to help customers enjoy every drop of value within our products.
Essential job functions
Communicate with customers in a courteous, friendly, and professional manner using agreed upon procedures via phone, chat, and email.
Demonstrate empathy when managing customer frustration and ensure confidence that a resolution is forthcoming.
Collaborate with individuals and teams to ensure high quality and timely completion of customer request.
When appropriate communicate status with customers and follow through on final resolution to strengthen customer satisfaction and loyalty.
Maintain broad knowledge of client products and services.
Use troubleshooting techniques and tools to identify the root cause of issues.
Advise/educate clients within procedural guidelines to ensure appropriate, best, and complete usage of the features and functionality of our solution to address their questions and needs.
Clearly document customer issues, concerns, and feedback in a central ticket management system to ensure they are tracked and resolved completely.
Responsible for ongoing customer “voice of the customer” feedback distribution to management to help drive strategic initiatives, address systemic issues, improve customer service, and enhance system capabilities.
Other duties as assigned.
Knowledge, skills, and abilities
Can clearly communicate via phone, chat, and email with fsx customers.
Strong analytical, communication, and organizational skills.
Administrative level of understanding legal processes such as drafting and filing court documents (pleadings, motions, affidavits, etc.), preparing exhibits, depositions, hearings, trials and conferences, factual evidence, routine discovery, certificates of service, etc.
Ability to understand legal terminology and court rules of procedure to guide clients in the use of our solution to timely file court documents in a variety of jurisdictions.
Comfortable with multitasking and navigating multiple applications.
Proficiency with modern workflow tools (like a crm or ticket system), web applications, and microsoft office programs like word, excel, and outlook.
Courteous, polite and professional with strong customer service orientation.
Dependable with proficient attention to detail, good listening and responding skills.
Must be flexible with the ability to adapt to changes quickly and think conceptually.
Strong work ethic, energetic, motivated to address customer requests.
Must remain calm in stressful situations and be able to work independently.
Creative and strategic thinking skills, specifically regarding client retention and client satisfaction.
Job requirements
High school diploma or high school equivalent required
2+ years of legal industry experience (paralegal, legal secretary, or equivalent)
Must be available for on-call work on a rotational basis
Details
Job category: administrative support worker
Flsa code: non-exempt
Work location: local or remote
Apply now
First name
Last name
Email
Phone
City
State
Resume/cv
Cover letter
Linkedin profile
How did you hear about fsx?
Target salary
Preferred start date
Are you authorized to work in the united states?
—
Yes
No
Submit application
Perks and benefits
Health benefits
Our competitive benefits package includes premium medical, dental, and vision coverage for employees and their dependents.
Perks
Fsx employee perks include 401k, life and disability insurance, coffee, snacks, and work hour flexibility.
Culture
Take advantage of our office building amenities, which include a parking garage, deli and fitness center!
Work-life balance
A healthy work-life balance is vitalOur flexible pto plan encourages team members to take time off so they can return feeling refreshed.
About us
About fsx
Leadership team
Join us
Contact us
Resources
General training
Support center
Recent post
File & servexpress wins supreme court of appeals and intermediate court of appeals of west virginia efiling contractmarch 17, 2022
© 2022 file & servexpress, llcAll rights reserved | terms & conditions | privacy
500 eJohn carpenter freeway, suite 250, irving, texas 75062
Chat online
About us
Providing universally compatible efiling and document management technology that meets the needs of all types and sizes of courts, firms, cases and practice areas.
Recent posts
File & servexpress wins supreme court of appeals and intermediate court of appeals of west virginia efiling contractmarch 17, 2022
File & servexpress and pacerpro team up for easier efiling in delaware courtsmarch 8, 2022
Wyoming chancery court open for efiling with file & servexpressmarch 1, 2022
Social media

Hiring insights

Job activity

Posted 30+ days ago