{"id":2067452,"url":"https://alion.io/job/clio-intermediate-customer-support-specialist","title":"Intermediate Customer Support Specialist","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":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Toronto, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":36000,"max_usd":75000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":30},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure","optional":false},{"name":"MS SQL","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-10-07T00:00:00Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-12T17:04:49Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"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 are looking for an enthusiastic and dedicated Customer Support Specialist to join our growing team of support professionals who consistently strive to provide an exemplary support experience to a variety of customers across the globe, working at the cutting edge of legal technology!\nAs a Customer Support Specialist for Clio Operate (formally known as ShareDo), you will be responsible for providing reliable technical support to customers using our enterprise SaaS platform. Your primary duties will include reviewing and resolving incoming support tickets, ensuring that issues are addressed within the agreed Service Level Agreements (SLAs), and collaborating with internal teams to ensure timely and accurate resolutions. You will act as a key point of contact for customers, troubleshooting technical issues, providing guidance on platform usage, and escalating complex problems when necessary.\nA key focus of this role will also be around continuous process improvement. You will regularly review tickets to identify trends, recurring issues, and potential areas for improvement. By analysing past support cases, you will work proactively to implement better solutions, streamline workflows, and enhance the overall customer experience. Your contributions will help drive the ongoing optimisation of our Service Desk operations, ensuring a more efficient and effective support process for both clients and internal teams.\nKey Responsibilities\nCustomer Engagement\nBuild and maintain strong relationships with customers, providing a high level of support and service.\nPrioritise a high level of communication to ensure customers receive timely responses and updates on tickets.\nProduct Knowledge\nDevelop a good understanding of the Clio Operate (ShareDo) platform and how to provide effective first-line triage for support issues.\nUse your product knowledge to manage customer expectations and deliver solutions effectively, aiming to reduce the need for escalations.\nMaintain a high \"first fix\" ratio by resolving tickets at the first point of contact wherever possible, without needing to escalate to second-line support.\nService Desk Best Practices\nContribute your ideas and experience to the ongoing development of best practices.\nInnovate new ideas for process improvements, ensuring they are escalated and actioned appropriately.\nContribute towards ticket analysis to improve knowledge and training across the team and wider business.\nService Desk Operations\nAssist in prioritising tickets within the Service Desk, ensuring that issues are addressed in order of importance and urgency.\nAct as the first line of contact for support requests from both new and existing customers, providing prompt and professional assistance.\nPerform the initial triage of tickets, analyse the issue, and, where necessary, escalate for development.\nMonitor progress on outstanding bug fixes and provide updates to customers as required.\nWork within the boundaries of Service Level Agreements (SLAs) to ensure timely responses and resolutions.\nProactively monitor support dashboards to identify and raise tickets on behalf of customers where needed.\nCoordinate with customers regarding the status of open issues, ensuring clear communication.\nService Desk Reporting\nAssist in compiling monthly reports on Service Desk performance and ticket resolution.\nSkills and Experience\nAlthough we are keen to consider candidates from different backgrounds, the following skills and experience would be beneficial for this role:\nBachelor’s degree or diploma (or currently in your final semester with an expected graduation by August 2026, or recent graduate within the past 2 years)\nEducational background in Computer Science, Business, Communications, or other related fields with transferable skills relevant to customer support (e.g., problem-solving, communication, or technical aptitude)\nA passion for providing a high level of customer service and being willing to go the extra mile in all your engagements.\nExemplary communication skills across both written and verbal interactions.\nPrevious experience in a customer facing technical support role.\nPrior experience of working with cloud-based software or Azure hosted applications.\nWorking knowledge of Microsoft SQL could be an advantage.\nAlthough not essential, previous experience of working within the legal industry could be beneficial.\nThis is a new role.\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 with top-tier health benefits, dental, and vision insurance\n\nHybrid 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.\n\nFlexible time off policy, with an encouraged 20 days off per year.\n\n$2000 annual counseling benefit\n\nRRSP matching and RESP contribution\n\nClioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years\n\nThe expected salary range for this role is $62,100 to $83,900 CAD. 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":7043,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Equity","Flexible time off","Hybrid work","Vision insurance"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Legal Software"],"lifecycle":[{"event":"open","at":"2026-10-08T04:39:36Z"}],"visa":[],"liveness":{"score":89,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.893,"p_room":1,"age_days":5,"expected_fill_days":31,"reasons":["conf:2","velocity","win:early","comp:brand"],"computed_at":"2026-10-12T06:55:09Z"},"pay":null,"html_url":"https://alion.io/job/clio-intermediate-customer-support-specialist","json_url":"https://alion.io/job/clio-intermediate-customer-support-specialist.json","meta":{"generated_at":"2026-10-12T22:41:34Z","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":37090,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"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-intermediate-customer-support-specialist"},{"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-intermediate-customer-support-specialist"},{"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-intermediate-customer-support-specialist"},{"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-intermediate-customer-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fclio-intermediate-customer-support-specialist"}]}