Handling inbound requests via phone, chat, and email while maintaining high Customer Satisfaction scores and meeting a high-bar of performance;
Mastering the Clio products, including our core platforms and cutting-edge AI-powered solutions, to proactively solve customer challenges;
Effectively using call & chat control and de-escalation techniques to handle difficult situations;
Troubleshooting and resolving issues with Technical Escalations, Product, and Customer Success teams, including root cause analysis and workarounds;
Sharing knowledge with peers through coaching and consultations;
Mentoring new hires to ensure proficiency with Clio values, product, and workflows;
Promoting self-help resources and driving client engagement;
Capturing product feedback and staying updated on new releases to maintain expertise, including developments in AI capabilities and features;
Contributing to projects that enhance processes, service delivery, and team culture.

A collaborative team player who shares knowledge generously;
Innovative, improving workflows and sharing best practices;
A self-starter who grows individually and helps others do the same;
Radically candid, offering and receiving feedback comfortably;
Technically adept and quick to grasp new concepts, especially those related to AI, to provide expert guidance and troubleshooting.
A role model who demonstrates professionalism and positivity;
Skilled at multitasking and prioritizing in fast-paced settings;
Effective at managing time and meeting commitments;
A skilled communicator, both written and verbal, who conveys empathy;
Passionate about solving complex problems with patience and understanding.
Experience with web-based/SaaS applications;
Familiar with Salesforce or similar CRM software;
Proficient in Google Suite, Microsoft Office, and operating systems like Windows or Mac.

Competitive, equitable salary with top-tier health benefits, dental, and vision insurance
Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office min. twice per week.
Flexible time off policy, with an encouraged 20 days off per year.
$2000 annual counseling benefit
RRSP matching and RESP contribution
Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

Intermediate Customer Support Specialist

Key skills