Product Support Specialist

About AthennianAthennian is the first cloud-based legal entity and corporate records management platform. By integrating modern technologies such as document automation, eSign, virtual minute books, and direct e-file integrations with corporate registries, Athennian is being adopted rapidly by both law firms and corporate customers. Come build the future of corporate services with us and give paralegals super powers along the way!

The RoleWe are looking for an experienced Product Support Specialist to join our growing Customer Success team to provide our users with amazing support. As a Product Support Specialist, you will demonstrate an understanding and interest in our user's needs while providing the technical support they require. You will be responsible for managing our in-application chat and ensuring users are successful every step of the way while using Athennian.

This opportunity is open to remote work options with a preference for eastern time zones.

Required Skills:

• 2+ years experience providing customer support for SaaS technologies
• Demonstrated experience with support systems (Intercom, Zendesk etc.)
• Comfortable with technical concepts with strong operating, troubleshooting, and debugging skills
• An analytical mindset with a passion for solving complex problems
• Ability to communicate technical and non-technical issues effectively via phone, video, and email

In this role, at 3 months, you will have:

• Learned everything there is to know about Athennian software
• Built positive relationships with coworkers and started to add your unique perspective to our culture
• Established exceptional communication with internal teams including Engineering, Document Automation, and Product
• Improved help documentation for Athennian users
• Become proficient at reporting software bugs
• Resolved product issues and communicated solutions with Athennian users by using our support systems
• Worked with the Document Automation team to correct formatting of legal templates
  

In this role, at 6 months, you will have:

• Analyzed common user problems through analytic tools to provide feedback to our product team for improvements to the software
• Developed a deep understanding of the problems Athennian solves for our users and how we differ from our competitors
• Performed testing on new features to meet quality assurance testing requirements
• Analyzed and reported on customer satisfaction on all aspects of the support of our product, services, and processes
• Used technical knowledge to summarize and escalate issues as required
• Supported Document Automation team with correct template configuration and simple fixes in template coding

In this role, at 12 months, you will have:

• Become a product expert in the organization for any product related questions
• Maintained a cadence of communication with customers about their adoption trends, sentiments, and mining opportunities that had led to deeper adoption
• Engaged with Athennian advocates and obtained testimonials, case studies, and referrals
• Promoted a customer-first strategy which has led to the building of strong relationships between the customer and success teams
• Built strong relationships inside and outside of work
• Implemented new ideas that would improve customer success processes to make Athennian a more pleasant place to work

Nice to have experience:

• Direct or indirect legal experience
• Entity or equity management experience
• Experience selling or supporting software to the legal industry