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    Customer Service Assistant - Burnaby, BC, Canada - Clio

    Clio
    Clio Burnaby, BC, Canada

    1 week ago

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    Description

    is more than just a tech company–we are a global leader that is transforming the legal experience for all by while .


    We are currently seeking a Customer Support Specialist to join our Customer Support Team in our Burnaby, Toronto, or Calgary hub offices.


    This team is high energy and fast paced, and while our number one goal is to provide an effortless customer experience (fast, high-quality answers to any question), we are also hyper-focused on sharing the value of Clio products with our customers.

    They live into our values by thriving as a team, approaching situations with optimism and a solutions-oriented, human-centred mindset to help each other and help our customers win.

    We intentionally foster a unique contact centre culture built on empowerment and accountability by hiring great people and getting out of their way.

    This is a full time, permanent position.

    Our Customer Support Specialists work with a flex shift model; this means you will be given a 90 minute window in which your shifts will start and end.

    The start time may change day to day within that window however you will always know your shifts two weeks in advance.


    For example, if your flex shift is 9-10:30am PT, you will never start before 9am PT or later than 10:30am PT, and will work an 8 hour shift from that start time.


    Our shift requirements for new hires change on a regular basis to meet business requirements, but could start as early as 6am PT and end as late as 8:30pm PT.

    Your Talent Acquisition Specialist will be happy to explain more should you connect with them.

    Handling a high volume of inbound requests by phone, chat, and email with a focus on making the customer experience as effortless as possible;

    Methodically troubleshooting technical product issues, reproducing and coordinating resolutions with our Technical Escalations, Product and Customer Success teams;

    Confidently handling a wide variety of inquiries, providing guidance, needs-based solutions and proactively identifying the customers next challenge to help them get the most out of working with Clio;

    Coaching our users to leverage self-serve resources and group training opportunities;

    Identifying when a customer is a fit for additional products or services, and connecting them with the appropriate team to discuss options further;

    Excellent writing skills, and the ability to write in a professional tone with little to no grammatical or spelling errors;

    Have customer focus at your core and are eager to make a career out of helping clients be successful;

    Have experience working with web-based/SaaS applications;

    Are familiar with Zendesk or similar CRM software;

    Are familiar with Legal or other professional service industries;

    Are flexible and open to working evening and night shifts;

    Are proficient in Google Suite and Microsoft Office;

    Are proficient in Windows and/or Mac operating environments.


    We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.

    Competitive, equitable salary with top-tier health benefits, dental, and vision insurance

    Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, and Dublin) to be in office min. Flexible time off policy, with an encouraged 20 days off per year.

    $The expected new hire base pay for this role is $55,000 CAD.


    The top portion of the salary band is reserved for employees who demonstrate sustained high performance and impact at Clio.

    Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility


    We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from.

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