What are the responsibilities and job description for the Client Support Specialist (Coyote) position at SurePoint Technologies?

SurePoint® Technologies develops award-winning software for mid-sized law firms to enhance workflow efficiency and maximize financial performance. Its acclaimed cloud solutions seamlessly integrate client management, practice management, and financial operations, fostering robust relationship-building and knowledge-sharing capabilities.

Having been at the forefront of legal tech for more than 40 years, and with a team comprised of CPAs, former lawyers, and leading software engineers, SurePoint's solutions reflect a deep understanding of law firms' unique requirements.

By alleviating administrative burdens with proven, reliable software, law firms have what they need to grow revenue and focus on their clients.

The Client Support Specialist will handle inbound and outbound client communications via calls and emails, ensuring timely and effective responses. In this role, you will develop comprehensive knowledge of Coyote products and services to provide accurate support and advice. You will proactively identify and understand client needs, offering solutions and alternatives through meticulous research and problem solving. The Client Support Specialist will maintain high customer satisfaction, prioritizing client needs and delivering exceptional service.

Requirements

Log all incoming calls and requests.
Capture detailed descriptions by the end user so that the support team may effectively troubleshoot the issue.
Respond to incidents and requests from the Help Desk and provide technical assistance to end users.
Clear server jobs obstructing customer processes.
Create, update delete user accounts as requested.
Document system processes and knowledge base articles for internal and external audiences.
Diagnose technical issues and involve appropriate resources to speed up problem resolution.
Provide follow-up status to end users in accordance with specified support policies and procedures.
Maintain and improve knowledge of company-supported tools, applications and reporting tools.
Performs other duties as assigned.

Skills & Qualifications

A minimum of 3 years of overall work experience.

A minimum of 1 years of work experience supporting enterprise-level software solutions.

Experience with current Windows Operating Systems, Microsoft Office, Zendesk or other support and ticketing applications.

Experience working with billing and invoicing systems or other financial applications.

Demonstrated success in effective delivery of client service with a commitment to working closely with other members of the company's technology team.

Strong interpersonal skills, including the ability to listen effectively and the ability to present oneself in a professional manner under pressures of time and schedule.

Flexibility regarding work schedule to meet position needs outside of regular business hours.

Ability and motivation to learn new technologies quickly with minimal support and guidance.

Demonstrated experience consistently communicating with clients and staff so that instructions are clearly presented, consistently understood, and feature excellent verbal and written communication techniques.

Exceptional verbal and written communication skills.

Ability to work efficiently in a constantly changing and growing environment where the process is fluid and creative and unique solutions are desired.

Exhibits an empathetic approach to customer service.

Ability to assess and gather details of incoming requests.

Experience with troubleshooting and connecting related issues.

Highly organized, detail oriented, responsive, and persistent.

Ability to solve a variety of problems with a complex scope and apply alternative solutions when needed.

Accounts payable, accounts receivable, bookkeeping or accounting experience preferred.

SurePoint recognizes the importance of taking care of our most valuable assets - our employees. That's why we not only offer a comprehensive total rewards package but also continuously evaluate our offerings to meet the evolving needs of our workforce.

Benefits Include

Medical, Dental, and Vision Insurance

401K (immediately vested, employer match)

Flexible PTO

FSA / HSA

Parental Leave

Life, Short-term and Long-term Disability Insurance (employer paid)

Employee Assistance Program

To learn more about SurePoint and our products, visit our corporate web site at www.surepoint.com and follow us on LinkedIn, Facebook and Twitter.

All employees must have the ability to document identity and employment eligibility within three (3) days of original appointment as a condition of employment in compliance with Immigration Reform and Control Act requirements.

SurePoint is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, sexual orientation, gender identity, color, religion, national origin, age, disability, veteran status, or other legally protected status.

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Client Support Specialist (Coyote)

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