Client Support Analyst
Job Posting for Client Support Analyst at U.S. Legal Support
The general duties as a Client Support Analyst for U.S. Legal Support include interacting with clients via e-mail and over the phone to help resolve issues. This position will be the subject matter expert for all services offered by the company. The Client Support Analyst must be customer service driven, professional, and have strong cognitive skills.
Essential Job Functions:
- Investigate and research problems thereby ensuring proper corrective action is taken
- Quickly address client and sales partner inquires and resolve any issues to final resolution
- Set-up new client accounts via the company portal
- Direct, coach, and prepare new clients to use portal features
- Complete front-end processing for settled cases
- Perform transcript/video status checks
- Field incoming inquiries from clients around price quotes for jobs which have already been performed
- Work with other departments as needed to swiftly resolve issues and/or requests
- Work efficiently and suggest improvements to workflow process
- Express genuine interest and retain knowledge of the type of legal services offered
- Perform other duties as assigned by management
- Ensure service level agreements are consistently meet or exceeded
Requirements:
- High school diploma or equivalent required; Associate degree preferred
- 3 or more years as a customer service or solutions specialist
- Great attention to detail and strong listening skills
- Excellent communication and problem-solving skills
- Cheerful with a desire to help people
- Professional e-mail and phone etiquette
- Industry experience preferred but not required
- Prior administrative/office experience a plus
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