{"id":2059715,"url":"https://alion.io/job/clio-customer-support-specialist-enterprise","title":"Customer Support Specialist, Enterprise","company":{"id":5273,"name":"Clio","domain":"clio.com","url":"https://alion.io/company/clio","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sydney, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":32000,"max_usd":68000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1966},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Freshdesk","optional":false},{"name":"Jira","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"Zendesk","optional":false},{"name":"ITIL","optional":true},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-10-08T01:22:29Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-20T07:38:10Z","board_verified":true,"closed_at":null,"days_open":12,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":12},"description":"Clio is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely.\nWe are transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.\nSummary:\nWe're looking for an Intermediate Customer Support Specialist to join our Enterprise Support team in APAC, supporting customers on Clio Operate. Operate is our enterprise platform that helps large law firms and in-house legal teams manage complex matters and automate their workflows.\nYou'll be the first point of contact for our enterprise customers across APAC, helping them get the most out of a platform their teams rely on every day. You'll work closely with our second-line support, product and engineering teams to resolve issues quickly and keep customers informed. You'll also help shape how our service desk runs as we grow.\nWhat You'll Be Doing\nCustomer Engagement\nBuild and maintain strong, trusted relationships with enterprise customers, providing a consistently high level of support and service\nMake sure customers get timely responses and clear, proactive updates on their tickets\nCommunicate technical information clearly and confidently to users at every level, from end users to IT and practice leaders\nManage customer expectations with empathy, especially when issues are complex or time-sensitive\nProduct Knowledge\nBuild a deep understanding of Clio Operate and how our customers use it in their day-to-day work\nProvide first-line triage for issues, quickly working out what's happening and what the customer needs\nMaintain a high first-fix rate by resolving tickets at the first point of contact, without escalating to second-line support\nUse your product knowledge to deliver effective solutions and reduce unnecessary escalations\nStay up to date with new features and releases so you can guide customers through changes\nService Desk Operations\nAct as the first point of contact for support requests from new and existing customers, providing prompt and professional help\nTriage and analyse incoming tickets, and escalate to second-line support or development when needed, with clear, well-documented detail\nHelp prioritise tickets within the service desk so issues are handled in order of importance and urgency\nMeet agreed service levels and response times\nKeep accurate, detailed records of every customer interaction in our ticketing system\nService Desk Best Practice and Continuous Improvement\nContribute to developing service desk best practices and processes\nSuggest new ideas for process improvements, and make sure they're raised and actioned with the right people\nAnalyse ticket trends to spot recurring issues, knowledge gaps and training opportunities\nCreate and maintain knowledge base articles and internal documentation so customers and colleagues can find answers faster\nShare customer feedback and insights with our product and engineering teams to help improve Operate\nWhat You Bring\n2 or more years' experience in a customer support, service desk or technical support role, ideally supporting a B2B SaaS or enterprise software product\nStrong troubleshooting skills, and the curiosity to dig into an issue until you understand the root cause\nExcellent written and verbal communication skills, with the ability to explain technical concepts in plain language\nExperience working in a ticketing system such as Zendesk, Freshdesk, ServiceNow or Jira Service Management\nA customer-first mindset, with the patience and professionalism to handle complex or high-pressure situations\nStrong organisational skills and the ability to manage and prioritise multiple tickets at once\nA team-player attitude and a genuine interest in improving how things are done\nNice to Have\nExperience supporting enterprise customers or large, complex software deployments\nFamiliarity with ITIL or service desk frameworks\nTechnical skills such as reading logs, basic SQL, or understanding APIs and integrations\nExperience in or exposure to legal technology, professional services or law firms\nExperience with workflow, case management or document management platforms\nWhat you will find here:\nCompensation is one of the main components of Clio’s Total Rewards Program. 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.\nSome highlights of our Total Rewards program include:\nCompetitive, equitable salary (exclusive of superannuation) with top-tier health benefits\n\nHybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office min. twice per week.\n\nFlexible time off policy, with an encouraged 20 days off per year.\n\nExclusive of superannuation\n\nClioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years\n\nThe expected salary range for this role is $77,800 to $105,200 AUD. Initial placement within the range is informed by geographic region, experience, and skillset, with room to progress as impact and tenure grow. Final offer amounts will vary based on candidate profile.Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility\nOur team shows up as their authentic selves, and are united by our mission. We are dedicated todiversity, equity and inclusion. 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. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.\nClio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.\nLearn more about our culture atclio.com/careers\nWe're a Human and High Performing AI company, meaning we use artificial intelligence to improve all of our operations. In recruitment, AI helps us streamline the process for greater efficiency. However, we've built our systems to ensure that a human always reviews AI-generated output, and we never make automated hiring decisions.\nDisclaimer: We only communicate with candidates through official @clio.com email addresses.","description_format":"text","description_chars":6459,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Flexible time off","Hybrid work"],"hiring_locations":[{"name":"Australia","iso":"AU","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Legal Software"],"lifecycle":[{"event":"open","at":"2026-10-08T01:22:29Z"}],"visa":[],"liveness":{"score":85,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.852,"p_room":1,"age_days":12,"expected_fill_days":38,"reasons":["conf:2","velocity","win:early","comp:junior,brand"],"computed_at":"2026-10-20T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/clio-customer-support-specialist-enterprise","json_url":"https://alion.io/job/clio-customer-support-specialist-enterprise.json","meta":{"generated_at":"2026-10-20T07:45:18Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8211,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-21T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5273},"rest":"https://alion.io/mcp/rest/get_company?id=5273"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fclio-customer-support-specialist-enterprise"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fclio-customer-support-specialist-enterprise"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fclio-customer-support-specialist-enterprise"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/clio-customer-support-specialist-enterprise\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fclio-customer-support-specialist-enterprise"}]}