Technical Support Specialist

Summary

Join ABC Legal Services, a national leader in legal document filing services, as a remote Technical Support Representative! This role offers a unique blend of customer service, product training, and technical troubleshooting, ensuring users have a smooth experience with our proprietary software. You will respond to customer inquiries via phone, email, and Zoom, conduct training sessions, log issues, test software, and collaborate to improve our platform. Strong communication, patience, and technical aptitude are essential for success in this fast-paced, virtual environment. The position requires experience in customer support and software demonstration, along with proficiency in various technologies. ABC Legal Services offers a comprehensive benefits package, including health insurance, 401(k), disability insurance, paid time off, and more.

Requirements

• High school diploma or GED
• 2+ years of customer support or call center experience (phone and email-based support)
• Experience demonstrating and explaining software to users
• Strong written and verbal communication skills
• Technology driven; proficiency with Microsoft Outlook, Excel, Word, and PDF tools
• Familiarity with both Windows OS and mobile apps (iOS and Android)
• Typing speed of at least 55 WPM
• Ability to investigate issues, transcribe detailed information, and implement clear solutions
• Patience, professionalism, and a customer-first mindset in often high-pressure situations
• Ability to work independently, prioritize tasks, and follow through

Responsibilities

• Respond to customer support tickets by phone, email, and Zoom—answering questions and resolving software and service issues
• Assist customers with navigating, understanding, and using our software tools (PST Desktop, WebPST, PST Mobile)
• Conduct training sessions via Zoom for new clients, guiding them through system setup and feature use
• Log customer interactions, requests, and issues using internal admin tools and Asana
• Test pre-release versions of software and report bugs or usability feedback to the development team
• Document recurring issues and solutions using Confluence
• Visit court dockets for information on case filings and occasionally retrieve filed papers

Preferred Qualifications

• Associate degree or technical certification (bootcamp or similar)
• Experience in the legal or process serving industry
• Familiarity with stored procedures and SQL concepts

Benefits

• Health, Dental, Vision insurance
• 401(k)
• Disability insurance
• Employee assistance program
• Paid time off
• 7 Paid holidays
• 4 floating holidays
• Referral program