Customer Support Specialist

Vancouver-based Themis Solutions specializes in web-based applications for the legal industry, and is one of Canada's fastest growing technology companies . Our flagship product, Clio, is an easy-to-use web-based practice management tool designed specifically to support the administrative needs of legal professionals in small to mid-sized law firms.

We pride ourselves on providing industry-leading customer support, and are seeking someone to join our small-but-growing team of outstanding support professionals to help us in our goal to provide an exceptional service experience. In addition to being highly organized and technically strong, the ideal candidate will be a consummate people-person with an outgoing personality and a keen interest in helping our customers get the most out of Clio.

You will:

• Coach new and existing customers on the power of Clio
• Respond by phone, email and Twitter to support inquiries and suggestions
• Keep the rest of the Clio team well-informed of user feedback and requests
• Investigate advanced customer issues and co-ordinate resolution with the rest of the Clio team
• Help test and validate Clio’s software releases
• Contribute to Clio’s customer support and tutorial resources
• Assist with migrating data from other software systems
• Work closely with all departments to help ensure an exceptional customer experience

We need you to have:

• Exceptional written and verbal communication skills
• A fun, outgoing, engaging personality
• Proven talents for organization
• Patience, and an ability to empathize with users and see our product from their perspective
• Comfort with social media like Facebook and Twitter
• Enthusiasm to learn how Clio and our customers work
• Experience in a customer contact, support, sales or training capacity
• Proficiency working in Windows and/or Mac operating environments
• Aptitude for technology and related problem solving skills

We hope you have:

• Comfort with web technologies
• Knowledge of programming fundamentals
• Expertise with data manipulation in Excel
• Competence with Microsoft Office components such as Outlook
• History working with web-based/SaaS applications
• Experience with Legal or other professional service industries
• Willingness to work flexible hours

This position is full-time (40 hours per week) and is available to Canadian applicants. Preference may be given to those who are able to work from our head office in Burnaby, BC or our satellite office in Moncton, NB, however, telecommuters are welcomed to apply.

We encourage interested candidates to apply with a resume and introduction letter via this form.