Lawcadia is an award winning end-to-end legal operations platform for in-house lawyers to effectively manage matter intake, matter management, and external counsel management. The platform aims to reduce time spent on lawyer tasks and saves money on external legal engagements. Our commitment to excellence extends to ensuring that our operations adhere to the highest standards of industry requirements. Our dynamic team is committed to leveraging cutting-edge technology to create robust, scalable, and efficient software solutions. We are currently seeking a highly skilled and experienced ICT Customer Support Officer to join our team and contribute to our exciting projects in a full-time position.
Job Summary: Reporting to the Operations Manager, this unique role will suit someone who is confident and passionate about providing customer care over the phone and on email. This role will also involve project managing client implementations, including configuring client environments using Lawcadia's no-code workflow engine, ready for clients to test and then go-live. The ICT Customer Support Officer plays a vital role in building and maintaining strong relationships with our customers.
Key Responsibilities:
The ICT Customer Support Officer is responsible for ensuring that customers have a positive experience with our products and services, including:
Own multiple customer relationships to retain and grow revenue.
Be involved in the entire customer lifecycle from implementation/onboarding, UAT testing, managing go-lives and then providing support through the duration of the subscription period.
Work with our customers to define how they view success, measure those outcomes, and partner with internal service teams to meet and exceed those targets.
Maintain a deep understanding of our solutions and communicate with customers about the most relevant features and functionality for their specific business needs.
Monitor your accounts' health and proactively identify and mitigate churn risk.
Function as the voice of the customer and provide feedback on how our solutions can better serve our customers.
Develop and constantly improve processes to engage and support customers.
Manage customer escalations.
Contribute to our internal and external documentation, processes, and knowledge base.
Preferred Qualifications:
A degree in business or technology or relevant experience
Around 5 years of experience in a customer-facing role
Around 5 years of experience in IT solutions delivery
Excellent personal and communication skills
Ability to effectively communicate with senior decision-makers
Good understanding of SaaS and cyber security technology.
Must be in Australia with excellent communication skills.
Benefits:
Competitive salary package.
Opportunity to work with a talented and collaborative team.
Professional development and career growth opportunities.
How to Apply: If you are passionate about customer support and meet the above requirements, we would love to hear from you. Please submit your resume and a cover letter outlining your experience and why you would be a great fit for our team to …...
Job Type: Full-time
Pay: From $74,000.00 per year
Schedule:
Monday to Friday
Work Authorisation:
Australia (Preferred)
Work Location: In person
Application Deadline: 29/11/2024
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