Vacancy expired!
“The most important attribute of our company is the way we treat our customers and employees. All employees share the same values that AppColl’s founders live out every day: fairness, openness, hard work and a desire to exceed customer expectations”
Looking for an intimate company that is a dominant force in their segment, profitable, stable, and has fun? Looking for a role without meetings on top of meetings and the freedom to just get work done? Looking for an opportunity to see immediate and direct results of your efforts?
AppColl, Inc. provides cloud-based software solutions for law firms and corporate legal departments. Our Denver Tech Center office is seeking a Technical Customer Service Representative to handle our growing needs in the areas of customer onboarding, support and troubleshooting, training, and more. Candidates must have technical aptitude and experience first and foremost. Prior technical customer support experience is a must. Advanced Excel skills are crucial as you will be manipulating data every day. You must be comfortable verbally communicating with customers daily.
Main Job Tasks and Responsibilities
You will be responsible for handling first level support for account setup, customer issues, report generation, online training and inquiries. You will also be responsible for determining the proper escalation path needed to solve issues while managing the process to resolution. You will be dealing with attorneys and paralegals daily.
Activities include:
Deal directly with customers by email, phone and video conference
Import customer data into the AppColl platform
Assist and train customers in all aspects of our platform
Promptly respond to and resolve customer inquiries
Direct customer requests and unresolved issues to the proper channels
Manage customer accounts
Maintain customer interaction and transaction records via email and Salesforce Service Cloud
Communicate and coordinate with internal departments
Follow up on customer interactions
Skills
Required
Advanced knowledge with Microsoft Excel (functions, formulas, vlookup, pivot tables, etc.)
High school diploma
2+ years full-time experience in a technical customer support role
Intermediate to Advanced knowledge of Microsoft Word and Outlook
Desire for daily customer interaction
Solid understanding of technologies surrounding: Internet, Networks, Cloud computing, databases and software.
Commanding knowledge of Windows or MacOS operating systems.
Willingness and desire to extensively learn Patent and Trademark law
Preferred
Bachelor’s degree in a technical field and/or legal certifications
Background in legal docketing systems (huge plus)
Knowledge of customer service principles and practices
Knowledge of administrative procedures in a legal environment
Key Competencies:
Interpersonal skills
Verbal and written communication skills
Listening skills
Problem analysis and problem-solving
Attention to detail
Customer service orientation
Adaptability
Initiative and desire to learn every day
Compensation:
Competitive salary plus benefits
Eligible for company profit sharing plan
Vacancy expired!