Offer summary

Qualifications:

High school diploma or GED required, with a preference for an associate degree or technical certification., Minimum of 2 years of customer support or call center experience, particularly in phone and email-based support., Strong written and verbal communication skills, with a technology-driven mindset and proficiency in Microsoft Office tools., Ability to manage shifting priorities and work independently in a fast-paced environment..

Key responsabilities:

Respond to customer support tickets via phone, email, and Zoom, resolving software and service issues.

Conduct training sessions for new clients, guiding them through system setup and software features.

Log customer interactions and issues using internal tools, and document recurring problems and solutions.

Test pre-release software versions and provide feedback to the development team, while occasionally retrieving filed papers from court dockets.

Job description

About ABC Legal Services:

ABC Legal Service is proud to be the national leader in filing service of legal documents. We are growing and are looking for talented new team members to support our growth and solve exciting challenges!

We are a team of over 400 with offices in Los Angeles, Oklahoma City, Phoenix, Brooklyn, Chicago, Washington DC, and more. Seattle is our home and headquarters. We’ve been successful in this unique business for over 30 years and we continue to advance our technology and business processes to remain years ahead of what our competition is able to offer.

Job Overview:

The Technical Support Representative is a remote position focused on delivering world-class customer support for ABC Legal’s proprietary software solutions used in the legal and process serving industries. This role combines customer service, product training, and technical troubleshooting to help ensure users have a smooth experience with our tools. In addition to handling customer inquiries, the role involves training new users via Zoom, logging issues, testing software, and collaborating across departments to improve our platform.

This customer-facing role requires strong communication skills, patience, technical aptitude, and the ability to manage shifting priorities in a fast-paced, virtual environment.

Key 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

Qualifications:

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

Preferred:

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

We know that a company's success starts with its employees. We also know that an individual's success starts with the right career opportunity. Join our team today!