Customer Support Representative - Peachcourt

Accelerate your career, have fun, and change an industry as a Customer Concierge on our team!

We’re looking for a natural problem solver who enjoys helping people out of a jam and developing long-term, healthy relationships.

The Customer Concierge will support customers of our PeachCourt product, which just so happens to be the most popular electronic filing platform for both civil and criminal court cases in the entire Peach State. These customers are primarily law firms – attorneys and the hard-working legal professionals who prepare documents and have the responsibility for getting those documents to and from the court. Many questions are quick to answer (think “I’m new… how do I…?”). Some questions are more involved and that’s where our world-class product management and engineering teams come in.

Customers ask for help via chat, email, and phone. Expect customers to be in a hurry, maybe even frazzled, and certainly feeling stress. Our Customer Concierges exist not only to answer questions, but also to raise each customer’s confidence in us and our products. We often shoulder the responsibility to investigate issues that are not our responsibility – whatever it takes to take care of our customers. Expect to write, talk, think, and persist in pursuit of helpful answers all day, every day.

Because we support people who work Monday through Friday, 8-ish AM until 5-ish PM ET, those are the same hours our Concierges work. This position is – without question – an at-your-desk-all-day kind of job. (Yes, there is time to take a quick break! And, yes, we’re all about adjusting the schedule to accommodate those times when you need a more than a quick break for personal appointments.)

Success in this role absolutely depends on patience, analysis, clear communication, and patience. Also, patience is important. Really important. Strong multi-tasking skills and a keen attention to detail are also high on that list.

In this role, you will become a power user of the products our customers use and the systems we use to manage those products. Having an above average familiarity with technology is important in this role. If you are afraid of technology, this would be a good time to refill your kerosine lamp and stop reading.

All across the GreenCourt team, we use Slack to communicate. Additionally, the Concierge team works collaboratively through Microsoft Teams video calls several times a week. You can expect to share ideas and problem-solve together in real-time with a solid team you know you can count on. While independent work is part of this role, it is not exclusively self-reliant. We greatly value a team effort in providing remarkable service to our customers.

In addition to the day-to-day “help desk” work described above, our Customer Concierges have the opportunity to participate in conferences with customers and meetings with prospective customers. We feel strongly that supporting a customer starts far before the first transaction and that’s why we do not keep our Customer Concierges hidden away behind a screen all the time. Sometimes we need to take time to research new areas of business and ways we could adapt our products, which gives our Customer Concierges the opportunity to dive deep into new material.

Repeating this information because it’s important: You will need to be focused and attentive Monday through Friday, starting at 8:00 AM and rolling strong through 5:00 PM (with a lunch hour). You and your teammates will organize your schedules for each week so each of you can rotate through chat time, phone time, email time, customer training time… as well as doctor’s appointments, school plays, Halloween parties, etc.

A successful Customer Concierge will reach self-sufficiency within 90 days of joining the team and can expect:

• 90% of your time to be invested in helping customers via chat, phone, and email.
• 5% of your time to be invested with teammates to research new customers and new concepts.
• 5% of your time to be invested in creating and improving documentation (e.g., articles, videos, and talking points.)

The answer to each of the following questions is YES:

• Is making the customer feel great just as important as providing a detailed answer?
• Will catching chats, calls, and emails be the primary responsibility?
• Does this mean a mix of quick-to-answer questions and tricky-to-solve puzzles?
• Are we also talking about a lot of interaction with teammates?
• Is the team’s mission to help every customer perform at a higher level?
• Is this role critical to the team’s mission?
• Does this role also include proactive work like creating support docs, web articles, and videos?
• Can I work from literally anywhere with a super-reliable internet connection?

The answer to each of the following questions is NO:

• Is someone going to give me a step-by-step playbook to follow for everything I do?
• Can I expect everything to stay exactly the same for 6 or even 12 months at a time?
• Am I a good fit for this role if I leave the details to other people?
• I don’t make an effort to learn more than the minimum required. Cool?

In this role, you can expect to encounter these things in a regular day:

• A team that knows WHY you’re doing what you’re doing
• A whole lot of figuring out the HOW on your own
• New people and prospective customers
• Terms and concepts related to legal stuff, courts, and the government in general
• Requests for help that don’t include all the information you need to be helpful
• Questions that deserve more than a “yes” or “no” answer
• Teammates who need your analytic brain, streetwise gut, and patient heart
• Pro-level Slack giphy jams, movie references, and music lyric quotations

Experience required: One (1) year in a legal professional or court role or one (1) year in a technical or Customer Support role. Experience in both roles will score extra points!

Schedule: Monday to Friday, 8am to 5pm ET

Job Type: Full-time

Pay: $50,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Experience level:

• 1 year

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Remote

Application Question(s):

• What's your ideal work environment?
• What about this role interests you?
• If you could pick one task from your current or most recent job position that you'd never have to do again, what would it be and why?
• Send a gif that best describes your personality.

Work Location: Remote