Customer Support Specialist - Bill4Time

Paradigm is a legal-industry leader in cloud-based software with three practice management platforms – PracticePanther, Bill4Time, and MerusCase – as well as epayments (Headnote) and accounting (TrustBooks) solutions.

What is the role?

You are responsible for communicating with clients to resolve inquiries in a timely manner. You will work with clients to answer questions, identify bugs, and resolve issues. You will relay feedback to our product and development teams and be the voice of our customer to mitigate client requests and issues professionally.

In this role, you will:

• Establish customer relationships
• Communicate customer issues/requests to development team
• Improve client retention
• Identifying and resolving client issues/concerns
• Work hours will be 10 am - 7 pm EST/ 9 am – 6 pm CST/ 7 am – 4 pm PST
• Responsible for providing high level support via Phone, Chat, & Email
• Diagnose bugs
• Working with the latest cloud support systems such as Intercom, Salesforce, JIRA, etc
• Other duties as assigned

Qualifications

• Knowledge with SalesForce, Intercom, JIRA, G Suite
• 2+ years customer support experience
• Knowledge in the legal industry advantageous
• 2+ years SaaS environment experience

Who is the ideal candidate?

• Must be patient, empathetic, and have great communication skills
• Strong interpersonal skills to work collaboratively with different departments
• Data driven individual
• Able to discuss technically detailed processes and integrations with customers who are both tech-savvy and non-technical
• Self-motivated, diligent, and can inspire others
• Organized, detail oriented, and able to manage multiple tasks
• Comfortable with technology and learning new software
• Must be personable and enjoy working in a client-facing role
• Ability to handle escalated customer issues
• Excellent verbal and written communication skills

Why should you join Paradigm?

Paradigm offers a suite of legal practice software solutions that help lawyers manage, automate, and grow their firms. More than 50,000 lawyers across 170 countries use our products to shift the paradigm of how they practice law. With four world-class all-in-one legal practice management platforms - PracticePanther, Bill4Time, MerusCase, and LollyLaw - in addition to payments and accounting solutions powered by Headnote and TrustBooks.

Paradigm empowers lawyers across the spectrum of practice area, geography, and business needs. At Paradigm, we are fast-paced, ambitious, and unified by a common vision to build the best legal technology products in the world.

Benefits/Perks

• Budget for home office improvements
• Company culture that encourages work / life balance
• Bi-annual company retreats and many other fun activities to bring our team together (physically or virtually) as often as possible!
• Paid vacation + sick and parental leave
• 100% paid PPO medical, vision, and dental insurance, 401k matching, equity grants
• Competitive salary
• Remote working flexibility

About Paradigm

Paradigm is a rapidly growing legal technology business that offers a suite of product solutions to allow lawyers to automate their firms, get more done in less time, and focus on what they do best: practicing law. The business currently includes three leading practice management and online payment and accounting solutions – PracticePanther, Bill4Time, Headnote, Trustbooks and MerusCase.

Paradigm operates as a single business and team with multiple software solutions. Our software offerings have the ability to scale in different niches of the market, and the shared resources, talent, and expertise allow us to accelerate growth across the portfolio. Paradigm will continue to grow each of these platforms organically, while also looking for new acquisitions that can bolster our position as a leading legal technology company. Paradigm has ~100 employees based in New York, Florida, Washington, California, and other locations across the US.