Technical Support (Email Specialist)

Job Summary

The Email Support team works with customers to solve their day to day issues, thus we are looking for candidates with a passion for providing world-class support. Your job will be to maintain an in-depth understanding of Filevine products, customer use cases and support processes to assist with issues, team training, documentation, and ensure an overall excellent quality of support to our customer. We are looking for empathetic, technically skilled problem solvers with a knack for solving difficult problems and pleasing our customers. The email team works closely with all parts of the organization to ensure the customer experience is seamless and consistent.

The Email Support Team works closely with all parts of the organization to ensure the customer experience is seamless and consistent. This team works closely with the Technical Support (Live Help) Team with potential opportunities for career growth and advancement.

This is an onsite and in-office position based in Salt Lake City, UT. Reporting to the Director of Customer Support, you will be responsible for the following:

What You'll Do:

• Work directly with customers to investigate and resolve difficult issues primarily over email.
• Scheduling and joining Zoom meetings when necessary
• Obtain, and maintain a high level of functional knowledge and exposure to all of our tools to become a product knowledge expert.
• Work cross-functionally with different departments to grow your knowledge, ensure we have healthy communications across the organization and truly provide our clients with the best experience.
• Develop and maintain resources by writing internal knowledge base articles
• Becoming an expert on Filevine products

What You'll Need:

• Previous technical support/chat support experience preferred
• Prior experience in high-volume environment
• Professional presence in customer-facing settings
• Excellent written and verbal communication
• A high technical aptitude
• Must be able to work in office 5 days a week in our Sugarhouse, UT Location
• Proven ability to maintain focus, productivity, and composure in high-stress, fast-paced in-person environments.
• Highly adaptable to working in open-office layouts while staying focused and respectful of colleagues.
• Skilled at handling high-priority Zoom calls with upset customers on short notice, using empathy and composure to resolve complex issues.
• Receptive to feedback
• Hungry to help customers, learn and to provide excellent service