Technical support specialists at Clio troubleshoot cloud software issues and manage customer tickets through clear communication and first-line triage. This hybrid role serves global legal technology customers.
As a Customer Support Specialist for Clio Operate, formally known as ShareDo, you will support customers using an enterprise SaaS platform. You will review incoming tickets, meet Service Level Agreements, and collaborate with internal teams on accurate resolutions. The role also emphasizes product knowledge and continuous process improvement.
Key Responsibilities:

Review and resolve incoming customer support tickets
Provide first-line triage and troubleshoot platform issues
Communicate ticket updates and manage customer expectations
Escalate complex problems or issues for development
Analyse trends and improve Service Desk workflows
Requirements:

Previous customer-facing technical support experience
Exemplary written and verbal communication skills
Experience with cloud software or Azure applications
Bachelor’s degree or diploma in a related field
Microsoft SQL knowledge may be advantageous
Apply customer service, technical troubleshooting, and Clio Operate expertise to strengthen reliable legal technology support.

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Customer Technical Support Specialist