Customer Support Executive

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Job description

Lawtech Software Group is seeking a motivated and customer-focused individual to join our team as a Customer Support Executive. This entry-level position is crucial in delivering exceptional support to law firms and end-users by resolving a wide range of inquiries and technical issues. As the first point of contact for our customers, you will play a key role in ensuring prompt, accurate, and courteous assistance, contributing to the overall satisfaction of our clients.

About the role

In this role, you will be responsible for managing daily customer inquiries through phone, email, and live chat, with an emphasis on resolving issues at first contact. You will also assess and diagnose technical problems, guiding customers through step-by-step solutions or providing instructions for self-service when appropriate.

Handling the full lifecycle of support tickets, you will log and categorize issues, track their progress, follow up on open tickets, and ensure timely resolution according to service level agreements.

Complex issues that require further technical assistance will need to be escalated to the appropriate internal teams, and you will ensure a clear and detailed account of the problem and any troubleshooting efforts is provided. You will also manage customer data by updating logs in our CRM software, ensuring information is accurate and accessible for future reference.

Additionally, you will educate customers on product features and functionalities to enhance their experience, while also gathering feedback to help identify patterns and areas for improvement. These insights will be shared with the Customer Support Manager to drive service and product enhancements.

Contributing to the development and maintenance of internal knowledge bases will be a key part of your role, ensuring support documentation is always up to date and readily available.

About You

The ideal candidate will have a strong customer service background, excellent communication skills, and the ability to explain complex issues in a simple, understandable way.

You should be able to handle multiple tasks without compromising on quality and be quick to learn new software and systems. We are looking for a team player with a collaborative attitude, who can also work independently when required.

At Lawtech Software Group, we value customer experience and are committed to continually improving the support we offer. As a Customer Support Executive, you will be a vital part of this mission, working closely with other departments such as technology and sales to provide the best possible service to our clients.

If you have a passion for customer service and a desire to learn in a dynamic environment, we encourage you to apply and become part of our growing team.

About Us

Founded by a team of lawyers, our company is a leader in developing software solutions for the legal sector. With over twenty years of experience, we have a deep understanding of the legal industry's unique needs.

We cater to thousands of lawyers globally, providing a suite of products that includes a specialised client onboarding system using the latest biometrics technology, next-gen practice management software, a virtual legal marketplace application, e-payments technology, and an advanced document and ID signing platform.

Committed to driving the lawtech revolution, we aim to transform the way clients interact with lawyers in today's digital world.

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