• Support Specialist - Tier 1

    ID
    2019-1021
    Job Locations
    US-OR-Portland
    Category
    Customer Success
    Type
    Regular Full-Time
  • Job Description

    Zapproved is hiring a Support Specialist to join our fast-growing software startup headquartered in Portland, OR. Zapproved is in the midst of adding exciting new features to our suite of legal software products, creating the opportunity to bring more talented individuals onto the team.

     

    We are looking for a candidate driven to learn about new technologies who can both identify and resolve unique problems and navigate between details and strategic solutions. We also need someone flexible and adaptable, who will embrace the importance of teamwork and be able to operate comfortably in an innovative, start-up environment. The ability to work effectively with variety of people in a diverse workforce is essential.

     

    This role is part of a support rotation to ensure our customer base is well covered. Hours may vary slightly.

     

    What You’ll Be Doing:

    Our Customer Success team is dedicated to keeping our loyal customers ridiculously happy! In this  position you’ll provide support and develop solutions via phone and email for our broad customer base.  This is not a call center environment; we are looking for a creative problem solver who will use strong problem solving and communication skills to both help resolve issues and anticipate future customer needs. In this role you’ll:

    • Serve as first-tier support for customer support line calls and emails.
    • Escalate appropriate cases to either Tier 2 support or to engineering to resolve issues.
    • Field customer support requests, analyze problems, place outbound calls to collect information, provide answers, and communicate solutions back to the customer.
    • Track open issues, proactively monitor, and communicate to customers to ensure satisfaction.
    • Work with customers to find the root cause for bugs/issues and if necessary create engineering tasks to resolve issues.
    • Update and maintain training materials and documentation, FAQ emails, documents, and internal process documentation.
    • Provide input to develop web-based content to assist both customers and Zapproved team members such as Support FAQs, online customer status requests, reports, etc.

    What You’ll Need:

    • Bachelor’s degree or equivalent experience.
    • Customer-focused attitude and a passion for creative problem solving.
    • A self starter with demonstrated ability to work independently and creatively.
    • Excellent phone and written communication skills (including listening, interpreting, writing).
    • Proficiency in MS Office  or open source equivalent at a functional level.
    • Ability to translate technical information for non-technical users.
    • Ability to provide technical support for web-based systems.
    • Ability to identify gaps in internal tools and work with internal teams to build tools.

    What Would Be Nice:

    • Understanding of how an API works

    Working for Zapproved:

    Founded in 2008, Zapproved LLC is the leading ediscovery software provider for managing corporate litigation readiness. Our Z-Discovery Suite returns power to in-house legal teams and helps them navigate electronic discovery with minimal risk and cost, setting new standards for scalability and intuitive design. Zapproved’s flagship product, Legal Hold Pro, is widely adopted by Fortune 500 and Global 2000 corporations. Zapproved has earned recognition with numerous awards, including:

    • Best E-Discovery Legal Hold Product at the 2015 and 2016 Legaltech News Innovation Awards
    • The 2016 and 2017 Deloitte Technology Fast 500TM lists ranked Zapproved as one of the fastest growing companies in North America
    • The National Law Journal Best of 2018 survey lists Legal Hold Pro as one of the top Legal Hold Solutions
    • 100 Best Companies to Work for in Oregon 2018

    Zapproved is also SOC 2® Type 2 certified, the industry’s highest rating for data security. With 99% customer retention, we continue to cultivate ridiculously happy customer experiences year after year. We take pride in fostering an inclusive, innovative culture where diversity and bright ideas are welcome. Learn more at zapproved.com.

     

    How to Apply:

    To be considered, please provide your resume, cover letter, LinkedIn profile, and (if applicable) a link to a portfolio of your work. We are looking for the things that drive and excite you and the mark that you want to leave on the world, so consider that in your cover letter. We think this is more important than your resume, and we will read your letter first.

     

    View our Privacy Policy here: http://www.zapproved.com/support-services/privacy-policy

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