Technical Support (Email Specialist)

The role

You will work with customers to solve difficult issues, mainly over email, and keep up your knowledge of Filevine products. You will also write internal knowledge base articles and work with other departments to give customers a consistent experience.

What you will do

• Work directly with customers to investigate and resolve difficult issues, mainly over email.
• Schedule and join Zoom meetings when necessary.
• Build and keep up functional knowledge of all Filevine tools to become a product expert.
• Work across departments to grow your knowledge and keep communication healthy.
• Write and maintain internal knowledge base articles.
• Become an expert on Filevine products.

Required qualifications

• Excellent written and verbal communication.
• A high technical aptitude.
• Must be able to work in office 5 days a week in the Sugarhouse, UT location.
• Proven ability to stay focused, productive and composed in high-stress, fast-paced in-person environments.
• Highly adaptable to open-office layouts while staying focused and respectful of colleagues.
• Skilled at handling high-priority Zoom calls with upset customers on short notice, using empathy and composure.
• Receptive to feedback.
• Hungry to help customers, learn and provide excellent service.

Nice to have

• Previous technical support or chat support experience.
• Prior experience in a high-volume environment.
• Professional presence in customer-facing settings.

Benefits

• A dynamic, rapidly growing company focused on helping organizations thrive.
• Medical, dental and vision insurance (full-time employees).
• Competitive and fair pay.
• Maternity and paternity leave (full-time employees).
• Short and long-term disability.
• Opportunity to learn from a dedicated leadership team.
• Top-of-the-line company swag.
• Potential opportunities for career growth and advancement, including with the Technical Support (Live Help) Team.

Before you apply

• Must work in office 5 days a week in the Sugarhouse, UT location.
• Communication about this opportunity will only come from addresses ending in filevine.com; other addresses are not affiliated with Filevine.

About the company

Filevine is a Legal AI company delivering Legal Operating Intelligence through its LOIS system. Its unified platform brings together data, documents, workflows and teams for legal work.