Customer Care Technical Support (Denver, CO) chez Proof

Location: 5 days/week in person in Denver office

About The Role

We're looking for an enthusiastic problem solver who is customer-friendly, detail-oriented, and possesses soft technical support skills. You will be primarily responsible for managing our process server interactions to address escalated issues, resolve technical problems that come from the mobile app, and ensure the highest level of customer success. We are the ‘front door’ of Proof, overlooking many first-time experiences of new clients, long-time customers, or potential prospects contacting Proof.

You may support law firm clients, individuals representing themselves in legal matters, process servers, and/or internal teammates by providing solutions via phone, email, and other communication channels. You will review bug tickets and give anywhere from basic troubleshooting to reviewing back-end data to see the root cause of a server issue. You are comfortable with MacOS and can troubleshoot issues on iPhone or Android devices. You'll be a key team member working directly for the Customer Care Lead, with an excellent opportunity for professional growth and independence. We seek someone eager to learn, who understands the importance of customer satisfaction, and is willing to dive in and work as part of a team.

This role requires commuting to the Denver office five days a week.

Key Responsibilities

• Handle Level 1 inquiries and escalated inquiries: Level 1 inquiries could be issues such as providing basic troubleshooting or education on the server’s experience with the platform. Manage escalated customer issues such as technical problems with the Proof platform or mobile app, support for server payout concerns, and other more technical matters that may require submitting a tech ticket.
• Customer Interaction: Communicate with law firms, individuals, process servers, and/or Internal teammates via phone, email, and chat to understand their issues and provide assistance.
• Triage Issues: Analyze customer trends, reporting findings to the appropriate team for review with cross-collaboration. Work closely with other departments (e.g., Platform Operations, Product, Engineers, Marketplace Supply) to resolve customer issues, process server issues, and improve processes.
• Documentation: Maintain accurate records of customer interactions and issues in the customer support system. When applicable, provide feedback for review to the appropriate departments or Slack channels.
• Guidance: Assist in providing internal employees with common issues and solutions.
• Customer Satisfaction: Maintain overall customer happiness by providing solutions within chat, email, or phone. For heightened concerns beyond Level 2 issues, able to assist and transfer to the correct department to help retain or resolve client concerns.

Qualifications

• Experience: Minimum of 2 years of experience in customer support or a related field, with a focus on handling complex client issues, both technical and operational.
• Communication Skills: Excellent verbal and written communication skills. Ability to convey information clearly and effectively professionally for both customers and internal employees.
• Problem-Solving Skills: Strong analytical skills with the ability to think critically and develop effective solutions. Be able to use the Proof mobile app and troubleshoot any issues within iOS or Android. The ability to dissect a job placed on the Proof platform thoroughly, with a deep understanding of how all systems work, to resolve a customer’s root issue effectively.
• Customer Focus: Passion for helping customers and providing a high level of service. Ability to handle difficult situations with patience and empathy.
• Technical Skills: Proficiency in using customer support software and tools such as Intercom, Hubspot, Linear, and other applications as they come up. Basic understanding of the technical aspects of the products/services the company offers. Essential to have a strong familiarity with macOS, with an understanding of iOS and Android devices.
• Team Player: Ability to work collaboratively with other team members and departments.
• Adaptability: Flexibility to adapt to changing priorities and handle multiple tasks simultaneously.
• Detail-Oriented: Strong attention to detail and organizational skills.
• Motivated: Self-motivated and able to work independently in a fast-paced environment.
• Must be able to work in the Denver office 5 days/week

Benefits

• Full-time, hourly position
• Medical, dental, vision, disability insurance, and 401k available
• Phone and Internet monthly stipend
• Flexible time off and paid holidays
• Equipment provided

Compensation

$21.00 - $23.00 range based on experience
Eligible to participate in company bonus plan

E-Verify

This company participates in E-Verify, for more information view the Participation and Right to Work Posters.