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