Are you passionate about delivering exceptional customer support? Do you thrive in a fast-paced environment where you can make a real impact? Lawtech is looking for a Client Support Executive to be the first point of contact for our law firm and estate agent clients, ensuring they receive top-tier support and guidance when using our cutting-edge technology solutions. If you're a proactive problem-solver with a customer-first mindset, we want to hear from you!
About The Role
As a Client Support Executive, you will play a key role in providing high-quality first-line support to our clients via email, phone, and live chat. You’ll troubleshoot technical issues, offer platform guidance, and help clients maximise the value of our technology. Working closely with the Client Support Manager and other teams, you will escalate complex queries, contribute to process improvements, and ensure client satisfaction at every touchpoint.
Key Responsibilities:
1. Act as the first point of contact for client support queries, resolving issues efficiently.
2. Guide clients through platform features, settings, and troubleshooting steps.
3. Provide remote training and walkthroughs to new users to drive platform adoption.
4. Maintain accurate records of customer interactions in the CRM system (Zendesk).
5. Identify recurring issues and contribute to platform and service enhancements.
6. Collaborate with internal teams to ensure swift resolution of technical concerns.
About You
We’re looking for someone who is customer-focused, solutions-driven, and thrives in a dynamic environment. You should have a passion for technology and the ability to explain technical concepts to non-technical users.
What You’ll Need:
1. Previous experience in customer support, helpdesk, or technical support (ideally within SaaS, fintech, or legal tech).
2. Strong problem-solving skills with the ability to troubleshoot issues effectively.
3. Excellent written and verbal communication skills with a focus on client education.
4. Ability to manage multiple support requests while maintaining high service quality.
5. Proficiency with CRM and ticketing systems (e.g., Zendesk).
6. A proactive mindset, always looking for ways to improve processes and enhance the client experience.
About Us
Founded by a team of lawyers, our company is a leader in developing software solutions for the legal sector. With over twenty years of experience, we have a deep understanding of the legal industry's unique needs.
We cater to thousands of lawyers globally, providing a suite of products that includes a specialised client onboarding system using the latest biometrics technology, next-gen practice management software, a virtual legal marketplace application, e-payments technology, and an advanced document and ID signing platform.
Committed to driving the lawtech revolution, we aim to transform the way clients interact with lawyers in today's digital world. #J-18808-Ljbffr