ജോലി വിവരണം

About ELTEMATE

ELTEMATE is a Hogan Lovells legal technology company focused on making work easier for clients through practical solutions to everyday challenges. The company blends legal expertise with the pace and creativity of a tech start-up, offering a broad set of tools and services across artificial intelligence, eDiscovery, information analysis, regulatory updates, databases, deal rooms, workflow management, case management, document automation, risk assessment, reporting, and apps.

Role overview

In this role, you will be a key part of the team responsible for delivering a strong customer experience and helping improve the company’s products and services. The position requires someone who can understand customer needs, resolve issues efficiently, and contribute to high satisfaction levels while supporting the growth of ELTEMATE’s legal tech offerings and brand.

Responsibilities

Reply to customer questions and issues quickly, clearly, and professionally.
Investigate technical problems and walk customers through solutions step by step while protecting the quality of the brand experience.
Track recurring customer concerns and look for patterns that highlight opportunities for improvement.
Review the performance of external vendors and identify areas where service can be strengthened.
Coordinate with key account managers to capture client feedback and route relevant updates to the right internal teams.
Partner with the software engineering team to escalate and resolve complex cases, and proactively share issues with the appropriate stakeholders.
Train end users on different legal tech products and solutions.
Keep up to date on new features and product changes so customer guidance remains accurate.
Communicate with empathy and professionalism to maintain strong customer satisfaction.
Help build and refine support and quality assurance materials such as FAQs, workflows, internal processes, and product specifications.

Requirements

Bachelor’s degree in business, marketing, communications, or a related discipline, or equivalent practical experience.
Strong spoken and written English communication skills, with a calm, patient, and professional approach.
Good analytical and troubleshooting ability, including the skill to explain technical ideas to non-technical users.
Hands-on experience with customer support platforms, CRM tools, and related communication systems.
Excellent organizational ability and comfort handling several customer requests at the same time.
High attention to detail and accuracy when recording customer interactions.
Ability to work effectively both on your own and within a team in a fast-moving environment.
Fluent English-speaking ability.

Preferred qualifications

Background in legal services or technology-related environments.
Ability to communicate in more than one language to support diverse customers.
Genuine interest in helping customers and delivering a high standard of service.
Willingness to learn quickly and adapt to new tools and technologies.

Work arrangement and additional details

This is a full-time employee role. The position reports to the Global Head of Marketing & Business Development. ELTEMATE operates with a remote-first approach, but the selected candidate must be located in the United States. For applicants living within a practical commuting distance of one of the office locations, a hybrid schedule of 1–2 in-office days per week is preferred.

Equal opportunity statement

ELTEMATE is an equal opportunity employer. Employment decisions are made without regard to race, color, religion, gender, national origin, age, sex, disability, veteran status, marital status, sexual orientation, gender identity, or any other protected characteristic.

Customer Support Specialist