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About the Role

We are looking for an enthusiastic and dedicated Customer Support Specialist to join our growing team of support professionals who consistently strive to provide an exemplary support experience to a variety of customers across the globe, working at the cutting edge of legal technology! As a Customer Support Specialist for Clio Operate (formally known as ShareDo), you will be responsible for providing reliable technical support to customers using our enterprise SaaS platform.

Responsibilities

Build and maintain strong relationships with customers, providing a high level of support and service.
Prioritize a high level of communication to ensure customers receive timely responses and updates on tickets.
Develop a good understanding of the Clio Operate (ShareDo) platform and how to provide effective first-line triage for support issues.
Use your product knowledge to manage customer expectations and deliver solutions effectively, aiming to reduce the need for escalations.
Maintain a high "first fix" ratio by resolving tickets at the first point of contact wherever possible, without needing to escalate to second-line support.
Contribute your ideas and experience to the ongoing development of best practices.
Innovate new ideas for process improvements, ensuring they are escalated and actioned appropriately.
Contribute towards ticket analysis to improve knowledge and training across the team and wider business.
Assist in prioritizing tickets within the Service Desk, ensuring that issues are addressed in order of importance and urgency.
Act as the first line of contact for support requests from both new and existing customers, providing prompt and professional assistance.
Perform the initial triage of tickets, analyse the issue, and, where necessary, escalate for development.
Monitor progress on outstanding bug fixes and provide updates to customers as required.
Work within the boundaries of Service Level Agreements (SLAs) to ensure timely responses and resolutions.
Proactively monitor support dashboards to identify and raise tickets on behalf of customers where needed.
Coordinate with customers regarding the status of open issues, ensuring clear communication.
Assist in compiling monthly reports on Service Desk performance and ticket resolution.

Requirements

Reviewing and resolving incoming support tickets, ensuring that issues are addressed within the agreed Service Level Agreements (SLAs).
Collaborating with internal teams to ensure timely and accurate resolutions.
Acting as a key point of contact for customers, troubleshooting technical issues, providing guidance on platform usage, and escalating complex problems when necessary.
Regularly reviewing tickets to identify trends, recurring issues, and potential areas for improvement.
Analyzing past support cases to implement better solutions, streamline workflows, and enhance the overall customer experience.
Driving the ongoing optimisation of Service Desk operations, ensuring a more efficient and effective support process for both clients and internal teams.

Skills

Problem-solving
Communication
Technical aptitude
Customer service
Written communication
Verbal communication
Working with cloud-based software
Working with Azure hosted applications
Microsoft SQL
Legal industry experience

Location

Vancouver
Calgary
Toronto
Dublin
London
New York City
Sydney

Work Type

Hybrid

Experience Level

Previous experience in a customer facing technical support role.

Education Level

Bachelor’s degree or diploma (or currently in your final semester with an expected graduation by August 2026, or recent graduate within the past 2 years)
Educational background in Computer Science, Business, Communications, or other related fields with transferable skills relevant to customer support

Salary/Compensations

$62,100 to $83,900 CAD

Benefits

Competitive, equitable salary
Top-tier health benefits
Dental insurance
Vision insurance
Flexible time off policy, with an encouraged 20 days off per year.
$2000 annual counseling benefit
RRSP matching
RESP contribution
Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

About the Company

Clio is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely.
We are transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.
We're a Human and High Performing AI company, meaning we use artificial intelligence to improve all of our operations. In recruitment, AI helps us streamline the process for greater efficiency. However, we've built our systems to ensure that a human always reviews AI-generated output, and we never make automated hiring decisions.

Equal Opportunity

Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, equity and inclusion. We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.
Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.