Client Support Associate - Help Desk

While we are a fully-remote company, we are accepting candidates who reside and work daily within 2 hours of Eastern Time. 

We are hiring associates for our legal technology-focused client support team. This fully-remote help desk role will work directly with our clients and platform users to solve problems and answer questions, or escalate to our delivery team if necessary. As the voice of the software for many of our users, your effective communication, documentation, unmatched responsiveness, and efficient resolutions will enhance the user experience for our clients and users across the mass tort life cycle. 

Key Responsibilities:

Customer Support & Issue Resolution

• Provide timeline and professional support to customers through multiple channels (email, ticketing system, phone) 
• Troubleshoot software-related issues, guide users through steps to resolve problems, and escalate more complex issues to higher-level support when necessary
• Assist customers with onboarding, product setup, and usage guidance, ensuring a smooth client experience
• Resolve user questions and issues by using your knowledge of the system or escalating the user ticket to one of our product teams for resolution

Technical Assistance

• Diagnose and resolve common issues related to software functionality and performance
• Work closely with our technical teams to stay current on product updates, new features, and common troubleshooting steps
• Provide clear instructions and documentation to users to help them resolve issues independently when applicable
• Contribute to the development and maintenance of our internal knowledge base and client-facing documents
• Assist in maintaining support documentation is accurate, up-to-date, and easy to understand

Ticket Management

• Create, track, and manage tickets in the support system, ensuring timely follow-up and resolution
• Help prioritize tickets based on urgency, escalating issues appropriately to maintain service level agreements (SLAs)

Customer Feedback and Continuous Improvement

• Participate in team meetings to discuss trends, best practices, and areas for improvement as it relates to both our help desk process and software
• Collect and document feedback from clients to help identify common issues, feature requests, or potential improvements in the product or support processes

Maintain a Positive Client Experience

• Act as a brand ambassador for our company, ensuring every interaction reflects our values and mission statement
• Ensuring our customers feel heard and valued by fostering a positive and empathetic interaction

Adherence to SLAs and KPIs

• Proactively manage and reduce customer wait times, ensuring efficient ticket resolutions
• Work within internal SLAs and KPIs by resolving issues within the required time frames

What you bring:

• Excellent communicating, listening and documenting skills 
• Ability to solve problems and make people feel heard, understood, and that you care
• Often seen as a culture carrier and brand ambassador who takes pride in being part of the company
• Intellectual curiosity – driven to learn all aspects of your role and how it impacts our clients
• You get excited when you can solve problems through listening, understanding, and helping
• Comfortable working both independently and remotely, but also excited about collaborating with team members within and across departments
• Experience with Freshdesk, Zendesk, or other commonly used support software
• Strong attention to detail and commitment to accuracy 
• Love of effective communication, both via written responses/emails to respond to ticket and Teams chats and video for internal calls
• Bachelor’s degree or equivalent 
• Work experience in help desk, customer support, user experience, or retai 
• Experience with law firms, legal tech, or software/platform user experience or support a plus
• Note – this role will require some weekend work as part of the full-time schedule

What we offer:

• 100% remote work (MacBook Pro provided)
• Fully paid premiums for employee medical, dental, and vision insurance
• Annual paid time off (PTO) plus 11 paid holidays
• 401(k) plan with employer contribution that is 100% vested
• Opportunities to advance, develop, and make an impact as part of a growing company

Our Company: Rubris was founded by veterans of the legal technology and mass legal claims industries. Rubris Crosslink Platform, our proprietary software, is the platform of choice for Fortune 100 companies, AmLaw 100 firms, leading plaintiffs’ law firms and key stakeholders as their solution for managing large amounts of complex data, documents, and information as they resolve tens of thousands of legal claims for multi-billion-dollar mass tort lawsuits. Our partnership allows our clients and interested parties involved in these cases to make informed data-driven decisions and accomplish goals through workflows, reporting, and analytics.

Rubris believes in creating an environment of inclusion and belonging. We advance the most talented individuals regardless of their race, sexual orientation, religion, age, gender, disability status or any other dimension of diversity. The success of our team members drives the success of our business and promoting a culture in which every team member feels respected and supported creates a workplace in which we all can accomplish our goals. Please alert your recruiter If you require an accommodation during the hiring process.