Rubris is hiring a Client Support Associate - Help Desk to deliver professional, timely support for our legal technology platform. You will be a critical point of contact for customers, managing their questions and issues to enhance their experience across the mass tort life cycle. This full-time role requires weekend availability.
What You'll Do
- Provide timely and professional support to customers through email, phone, and our ticketing system.
- Troubleshoot software-related issues, guide users through resolutions, and escalate complex issues.
- Assist customers with onboarding, product setup, and usage guidance.
- Diagnose and resolve common issues related to platform functionality and performance.
- Create, track, and manage support tickets, ensuring timely follow-up and resolution within SLAs.
- Help prioritize tickets based on urgency and escalate appropriately.
- Contribute to developing and maintaining our internal knowledge base and client-facing documents.
- Collect and document client feedback to identify trends and potential improvements.
- Proactively manage and reduce customer wait times for efficient issue resolution.
- Work closely with technical teams to stay current on product updates and troubleshooting steps.
- Act as a brand ambassador, ensuring every interaction reflects our values and mission.
What We're Looking For
- Excellent communication, listening, and documentation skills.
- Ability to solve problems and make people feel heard, understood, and valued.
- Intellectual curiosity and a drive to learn all aspects of your role and its impact on clients.
- Comfort working both independently and remotely, with excitement for cross-departmental collaboration.
- Strong attention to detail and commitment to accuracy.
- Bachelor’s degree or equivalent.
- Work experience in help desk, customer support, user experience, or retail.
Nice to Have
- Experience with Freshdesk, Zendesk, or other common support software.
- Experience with law firms, data sets, or software/platform user experience or support.
Technical Stack
- Freshdesk, Zendesk
Team & Environment
You will be part of our legal technology-focused client support team, working closely with delivery and product teams.
Benefits & Compensation
- 100% remote work with a MacBook Pro provided.
- Fully paid premiums for employee medical, dental, and vision insurance.
- Annual paid time off (PTO) plus 11 paid holidays.
- 401(k) plan with an employer contribution that is 100% vested.
- Opportunities to advance, develop, and make an impact as part of a growing company.
Work Mode
This is a fully remote position open to global candidates.
Rubris believes in creating an environment of inclusion and belonging. We advance the most talented individuals regardless of their race, sexual orientation, religion, age, gender, disability status, or any other dimension of diversity.
