Customer Support Representative serving customers with inquiries and orders in USA Sales channel. Collaborating with internal teams and providing exceptional service to ensure customer satisfaction.
CT
Hybrid Senior Customer Support Specialist
Posted 15 hours ago
About the role
- Senior Customer Support Specialist delivering expert guidance for Clio's accounting products and resolving customer challenges. Collaborating with cross-functional teams to enhance service delivery and customer satisfaction.
Responsibilities
- Handling inbound requests via phone, chat, and email while maintaining high Customer Satisfaction scores and meeting high-bar of performance
- Learning Clio products, including core platforms and cutting-edge AI-powered solutions, to proactively solve customer challenges
- Mastering the Clio Accounting product, including trust accounting compliance, billing cycles, and financial reporting
- Providing support on high-priority interactions, including escalated issues and requests from high-value customers
- Troubleshooting and resolving issues with Technical Escalations, Product, and Customer Success teams
- Collaborating closely with Accounting Consultants to ensure product alignment with professional accounting standards and workflows
- Serving as a coach and mentor to other team members
- Contributing to projects that improve departmental processes and resources
- Making proactive recommendations of additional Clio products that could benefit the customer
- Capturing product feedback and staying updated on new releases
Requirements
- A strong customer focus and are eager to help customers succeed
- Experience in Accounting, Bookkeeping, or FinTech (knowledge of Trust Accounting or IOLTA is a massive plus)
- Experience with web-based/SaaS applications
- Familiarity with Salesforce or similar CRM software
- Proficiency in Google Suite, Microsoft Office, and operating systems like Windows or Mac
- Professional Certifications: A CPB (Certified Professional Bookkeeper) or CPA designation (or are currently working towards one)
- Ecosystem Expertise: QuickBooks Online ProAdvisor or Xero Certified Advisor
- Specialized training or certification in Legal Trust Accounting or Law Society compliance standards
Benefits
- Competitive, equitable salary with top-tier health benefits
- Dental and vision insurance
- Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin, London, New York City 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
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