Application Support Specialist – USA
The Customer Support Specialist will be responsible for delivering world-class support experiences to our users at LawVu. You’ll bring a creative approach to problem-solving, with a focus on timely responses, hearing and understanding the customer and providing easy to understand steps to solving customer challenges.
You will be an excellent communicator, both written and oral, with exceptional interpersonal skills. You’ll enjoy helping our customers to get the best out of their experience with our application.
Internally you will work with key stakeholders to ensure that the customer transition from onboarding, to a live active account, is a smooth process. You will ensure that the customers’ internal workflows and ways of working are well documented and the support experience is tailored to their use of the application.
You will also assist with the creation and maintenance of product documentation, release notes and help articles.
- Provide first line application support to end users via in-app chat, email and telephone
- Escalate issues to the technical team and liaise with them through to resolution
- Feed back end user experiences to the product team
- Create how to guides, and other training and support material
Skills and Experience
- 2 + years of previous experience in an application support role
- Knowledge and understanding of the legal industry
- Strong organisational skills and the ability to multitask
- Excellent listening, negotiation and presentation skills
- Excellent verbal and written communications skills
- Familiar with tools Google suite, intercom, slack
- Familiar with cloud-hosted web apps and SaaS
About LawVu & our culture
LawVu is a modern software platform that is revolutionizing the way corporate legal teams manage legal and engage with the wider business. LawVu is creating a true legal operating system. We’re helping in-house legal teams to reduce risk while providing massive productivity gains along with cloud technology to share and collaborate on files. We have both clients and staff around the world so if you enjoy working in a fast based entrepreneurial environment then you are the person we are looking for.
Our team is only as strong as the culture it is built upon. Our core values are listed below.
If our core values resonate with you and have the skills and desire to get your teeth stuck into a real challenge then we would love to welcome you to the team.
LawVu was founded to bring greater honesty and integrity to the legal industry – so it makes sense that we ourselves, are good, honest people. We believe in staying humble, and realise that we all have a lot to learn, no matter who we are. We believe in acknowledging others and giving credit where it’s due. Find the “truth” Listen carefully Question intently Connect with empathy Be honest and transparent.
Challenge each other. Respectfully.
Back yourself. Back others.
At LawVu, we are inspired by ‘impossibilities’. To make the ‘impossible’ a reality, each and every one of us must think like a problem solver – erasing the word ‘can’t’ from our minds. There is always a way to overcome challenges and we won’t rest until we’ve found it. If we can’t find the right path, that’s when it’s time to build a new one. Trust in our individual expertise. Grab opportunities. Embrace challenges. Mistakes happen. Own them. Learn from them, spread the knowledge. Be truthful. Be helpful. Be kind. Celebrate your successes.
We are a tribe, we win as a team.
Move swiftly. Create simplicity.
To reach our full potential it is vital that every team member own their actions. To own your actions is to embrace responsibility, show leadership and take initiative. To ‘put our name on it’ is also to take pride in everything we do – from our results to our customer service and quality of solutions. Do the things that matter most. Be fluid and flexible If you can solve a problem, solve it now. Optimise the important.
Design for scalability.
Bring your whole self.
We are passionate about what we do and we work hard to deliver results. In saying that, we are serious about striking a healthy work/life balance. We know that our work improves as a result of feeling content both inside and out of the office and encourage the team to work the hours that suit their situation. We also believe flexibility and fresh thinking hold the key to future growth. It is up to each of us to champion new ideas and approach change with an open mind.
Bring your personality Bring your quirks. Bring your diversity. Bring your smile. Enjoy the adventure.