Customer Support Specialist - Green Filing

About Green Filing

Green Filing is a prominent electronic court filing platform developed to simplify the filing process for legal professionals. Established in 2009, it offers a secure, user-friendly, and dependable e-filing solution designed to expedite and streamline filing for attorneys, support personnel, and newcomers alike. Its features aim to save time and minimize complexity, enabling legal experts to focus on providing top-quality support to clients.

We pride ourselves on fostering a culture of innovation, teamwork, and career development, recognizing that our people are central to our achievements. If you're enthusiastic about contributing to cutting-edge legal industry solutions, we encourage you to apply.

Role Overview

The Customer Support Specialist at Green Filing serves as a crucial team member who assists customers via chat primarily, along with email and phone, using all resources at their disposal. This position suits individuals who are dependable, quick to grasp new concepts, and adept at multitasking.

If you find joy in assisting others and maintain composure during challenging moments, this role will be rewarding. You will join a collaborative team focused on educating, empowering, and advocating for customers. Excellent written and verbal communication is essential, especially active listening and problem-solving to resolve inquiries swiftly and effectively.

Ideal candidates are receptive to coaching, curious, eager to grow individually and collectively, and bring empathy and a customer-centric approach, demonstrating patience and attentiveness in every interaction.

This full-time position is remote, located in the Pacific or Mountain Time zones.

Responsibilities

• Assist customers through phone, email, and chat by guiding them through product use and efficiently solving issues.
• Provide constructive feedback to enhance support documentation, tools, and processes.
• Calm distressed customers and ensure prompt and effective resolutions.
• Communicate clearly and professionally while employing strong comprehension and problem-solving abilities.
• Collaborate with peers and leadership openly accepting coaching and feedback.
• Represent customer interests by sharing feedback to improve products and services.
• Utilize available tools and resources to improve customer experiences and meet goals.
• Take responsibility for personal development, training, and continuous skill improvement.
• Follow policies, schedules, and performance standards to guarantee efficient call handling and service quality.
• Participate actively in team meetings, contribute ideas, and assist new team members.
• Promote a positive, solution-focused workplace culture through feedback and recognition of team efforts.
• Align daily tasks with company values, engagement initiatives, and a cooperative work culture.

Requirements

• Minimum two years of experience in customer support.
• Experience in legal services or litigation support is preferred.
• Competency in Microsoft Office and Google Suite with the capacity to quickly learn new software tools.
• Strong communication skills, both written and verbal, with interpersonal and team collaboration abilities.
• Critical thinking and self-motivation to thrive in a dynamic, fast-paced setting.
• Dedication to providing an outstanding customer experience through empathy, trust-building, and best customer service practices.
• Effective time management skills and proficiency in using technology for organization and automation.

Compensation

The anticipated starting salary range for this role is $18.08 to $32.13 per hour. This base pay is part of a comprehensive rewards system that may include bonuses, commissions, equity, and various benefits. Actual compensation depends on factors such as skills, experience, certifications, and licenses.

Benefits

• 401(k) matching program.
• Medical, dental, and vision insurance with 85% of employee premiums covered and 70% coverage for family premiums.
• Employer-sponsored short-term and long-term disability, life, and accidental death and dismemberment insurance.
• Twenty days of paid time off annually.
• Eleven paid holidays.
• Additional paid "Be Me Time" for mental health, rest, and volunteering.
• Matching gift program for charitable contributions.
• Monthly internet reimbursement for remote staff.

Equal Opportunity Employer

Green Filing and InfoTrack value diversity and equality, fostering an inclusive environment where everyone can excel. We embrace the varied backgrounds, perspectives, and talents individuals bring, enhancing innovation and strength. Qualified candidates will be considered without regard to arrest or conviction history in compliance with relevant fair chance laws.