United States onlyLocation: Remote
Responsibilities:
- Provide front-line and ongoing technical support for all Onit products.
- Field customer inbound emails, phone calls, and chat support queries through our CRM tool.
- Host screen shares to help diagnose problems.
- Responsible for identifying, troubleshooting, and verifying product defects. Report these issues to Product Management or Engineering through Jira for prompt resolution or future review.
- Educate users on all the functions and features of our system.
- Provide feedback and suggestions on product features, product performance, alternative solutions and market trends.
- On-call rotation.
- Proactively assists and supports colleagues to ensure seamless teamwork and cross-department collaboration.
- Participate effectively as an individual and team contributor within a multifaceted technology environment.
Skills/Qualifications:
- 2-4 years of related technical support or software implementations experience in SaaS software.
- Enthusiasm and a willingness to learn about our customers’ business requirements and expectations.
- Ability to multi-task, prioritize, and manage time effectively.
- Investigative curiosity and root cause analysis skills.
- Specific experience in the legal world is a plus, but not required.
- Excellent verbal and written communication skills.
- Excellent Microsoft Office Suite and general documentation proficiency (e.g. high proficiency in Microsoft Word functions is a plus)
- Experience with CRM tools like Zendesk and Jira is a plus.
