Customer Support Specialist, Enterprise

Summary:

What You Bring

• 2 or more years' experience in a customer support, service desk or technical support role, ideally supporting a B2B SaaS or enterprise software product
• Strong troubleshooting skills, and the curiosity to dig into an issue until you understand the root cause
• Excellent written and verbal communication skills, with the ability to explain technical concepts in plain language
• Experience working in a ticketing system such as Zendesk, Freshdesk, ServiceNow or Jira Service Management
• A customer-first mindset, with the patience and professionalism to handle complex or high-pressure situations
• Strong organisational skills and the ability to manage and prioritise multiple tickets at once
• A team-player attitude and a genuine interest in improving how things are done

Nice to Have

• Experience supporting enterprise customers or large, complex software deployments
• Familiarity with ITIL or service desk frameworks
• Technical skills such as reading logs, basic SQL, or understanding APIs and integrations
• Experience in or exposure to legal technology, professional services or law firms
• Experience with workflow, case management or document management platforms
• What you will find here:
• Compensation is one of the main components of Clio’s Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture. Some highlights of our Total Rewards program include:
• Competitive, equitable salary (exclusive of superannuation) with top-tier health benefits
• Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin and Sydney) to be in office min. twice per week.
• Flexible time off policy, with an encouraged 20 days off per year.
• Exclusive of superannuation
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years
• The expected salary range for this role is $77,800 to $105,200 AUD. Initial placement within the range is informed by geographic region, experience, and skillset, with room to progress as impact and tenure grow. Final offer amounts will vary based on candidate profile.
• Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility
• Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, equity and inclusion. We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.
• Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.
• Learn more about our culture at clio.com/careers
• We're a Human and High Performing AI company, meaning we use artificial intelligence to improve all of our operations. In recruitment, AI helps us streamline the process for greater efficiency. However, we've built our systems to ensure that a human always reviews AI-generated output, and we never make automated hiring decisions.
• Disclaimer: We only communicate with candidates through official @clio.com email addresses.
• Compensation is one of the main components of Clio’s Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.

Qualifications

• 2 or more years' experience in a customer support, service desk or technical support role, ideally supporting a B2B SaaS or enterprise software product
• Strong troubleshooting skills, and the curiosity to dig into an issue until you understand the root cause
• Excellent written and verbal communication skills, with the ability to explain technical concepts in plain language
• Experience working in a ticketing system such as Zendesk, Freshdesk, ServiceNow or Jira Service Management
• A customer-first mindset, with the patience and professionalism to handle complex or high-pressure situations
• Strong organisational skills and the ability to manage and prioritise multiple tickets at once
• A team-player attitude and a genuine interest in improving how things are done