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Customer Success Representative

Company: PERSUIT
Location: New York
Posted on: May 16, 2022

Job Description:

Job DescriptionAt PERSUIT, were a passionate and growing team dedicated to providing legal operations teams with best-in-class support. If youre someone who excels at creative problem solving, loves interacting with people, and are hungry for fast-paced growth, then you may be a great fit for PERSUIT! In this newly created role, you will work closely with our clients and internal teams to ensure all technical support needs are met in a timely manner, and become a product expert. This is a great opportunity for you to join a quickly growing start-up and accelerate your career in the software space!Who will love this job:

  • An educator - you are a coach for customers, and you have a knack for translating technical concepts into simple, easy-to-digest terms.
  • An empathetic and talented communicator - you believe in the power of nurturing genuine, human relationships and are a strong writer.
  • An expert operator - you are a self-starter who loves improving processes to ensure things run efficiently.
  • A collaborative partner -you breed enthusiasm and empower everyone around you to own their job; not rent it. You get shit done the same way we do - together.What youll be doing:
    • Become a PERSUIT expert, including the products technical workings and practice business applications.
    • Provide best-in-class support service to clients and law firms by answering technical questions relating to PERSUIT and peripheral software (including internet browsers, Legal Tracker, APIs, and future integrations).
    • Utilize creative problem solving to assist clients and law firms with technical troubleshooting and analysis for customer reported issues.
    • Manage and maintain escalated support tickets from receipt through resolution.
    • Communicate with and triage escalations to the appropriate cross-functional teams.
    • Collect, collate, and share customer feedback regarding PERSUIT functionality with the Product Team.
    • Contribute to and manage the PERSUIT knowledge base articles.
    • Develop and maintain the scaffolding of ongoing PERSUITs support operational best practices.Your Experience:
      • 1+ years of business experience. SaaS experience preferred.
      • Bachelors Degree required.
      • Detail oriented with excellent writing and communication skills.
      • Ability to maintain a professional demeanor under pressure.
      • Comfortable working in person from our NYC office in a hybrid model.
      • Ability to work occasional non-standard business hours with little or no supervision.

        Benefits
        • Retirement Plan (401k, IRA)
        • Health Care Plan (Medical, Dental & Vision)
        • Paid Time Off (Vacation, Sick & Public Holidays)
        • Family Leave (Maternity, Paternity)
        • Training & Development
        • Wellness Resources

Keywords: PERSUIT, New York , Customer Success Representative, Other , New York, New York

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