Technical Support Specialist
Technical Support Specialist
Posted on :
15-03-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
15-03-2025
Job Description
Filevine is forging the future of legal work with cloudbased workflow tools. We have a reputation for intuitive streamlined technology that helps professionals manage their organization and serve their clients better. Were also known for our team of extraordinary and passionate professionals who love working together to help organizations thrive. Our success has catapulted Filevine to the forefront of our fieldwe are ranked as one of the most innovative and fastestgrowing technology companies in the country by both Deloitte and Inc.
Our Mission
Filevine is building the seamless intersection between legal and business by creating a world class platform to help professionals scale.
About Filevine:
Filevine is changing the way legal work gets done for law practitioners and their clients. As the leading legal operating system Filevine is dedicated to empowering organizations with tools to simplify and elevate complex highstakes legal work. Powering everything from document and case management to timekeeping billing and business analytics over 3400 law firms and legal teams use Filevine daily to deliver excellence.
2023 was a groundbreaking year for Filevine as we launched a suite of AIpowered features that are transforming the legal industry.
LeadsAI helps law firms evaluate cases faster analyze client sentiment identify potential problems and predict case success.
DemandsAI is an AIdriven demand letter generation solution that helps law firms prepare demand letters more quickly and accurately.
ImmigrationAI streamlines the immigration process by automating tasks reducing errors and ensuring accuracy.
AI Fields is a powerful tool that can enhance legal work by minimizing manual tasks facilitating factchecking and quickly answering complex queries.
With these groundbreaking AI features Filevine is empowering law firms and legal teams to deliver excellence to their clients with unprecedented speed and efficiency.
Our Mission
Filevine is building the seamless intersection between legal and business by creating a worldclass platform to help professionals scale.
Job Summary
The Technical Support team works with customers most frequently and thus we are looking for candidates with a passion for providing worldclass support. Your job will be to understand Filevines products and to assist with issues training documentation and escalations. We are looking for empathetic technically skilled problem solvers with a knack for digging to the root of problems and offering solutions. This role will start with email support and then progress towards video call support. The Technical Support team works closely with all parts of the organization to ensure the customer experience is seamless and consistent. This also means we hope after the experience is gained Technical Support Engineers advance their career with Filevine with opportunities in:
Quality Assurance
Product Management
Sales Engineering
Data Migrations
Product Solutions
Customer Success
This is an onsite and inoffice position based in Salt Lake City UT. Reporting to the Manager of Customer Support you will be responsible for the following:
Responsibilities:
- Work directly with customers to investigate and resolve technical issues.
- Learn and gain exposure to all of our tools to become a product knowledge expert and develop the skills necessary to grow your career with us.
- Work crossfunctionally with different departments to grow your knowledge ensure we have healthy communications across the organization and truly provide our clients with the best experience.
- Communicate upsale opportunities with the Sales Department.
- Work with Product Owners to help them understand customer needs.
- Meet with Customer Success and Account Managers to share feedback to understand customer feedback and improve relationships.
- Help the Training team identify where customers may need more targeted or thorough training.
- Assist the recruiting and HR teams by shaping Support team onboarding procedures.
- Participating in special projects to gain a more wellrounded understanding of our organization such as beta testing new features and shadowing other teams.
- Writing internal knowledgebase articles
- Recording tutorials
- Contributing to the continuous improvement of our Support site
- Training other clientfacing teams on basic troubleshooting steps
- Presenting in company meetings about updates to Support processes or tools
- Contribute to the CustomerforLife culture by bringing fresh ideas strong opinions and a passion for the customer experience.
You may:
Develop and maintain resources by:
Qualifications:
- In office position
- Demonstrated ability to effectively communicate technical and business issues and solutions across organizational levels and with customers.
- A love for problemsolving troubleshooting issues and a strong drive to learn new technologies.
- Ability to work with new technologies and assimilate information rapidly.
- 13 years experience in Customer Support or similar customer service/technical support role.
- College graduate with a technical degree or equivalent handson experience
- Ability to selfmanage a dynamically changing workload and work in a fastpaced environment and prioritize work according to customer impact or severity.
- A strong desire for growth and career advancement.
Filevine is an Equal Opportunity Employer. Qualifications for employment promotion and other terms and conditions of employment are based upon the ability to perform the job. Equalemployment opportunities are provided to all applicants and employees without regard to race creed religion color age national origin sex disability veteran status or other legally protected class. Filevine is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need assistance or accommodation due to disability or if you have concerns related to Filevines equal employment opportunities you may contact us at
Cool Company Benefits:
A dynamic rapidly growing company focused on helping organizations thrive
Medical Dental & Vision Insurance (for fulltime employees)
Competitive & Fair Pay
Maternity & paternity leave (for fulltime employees)
Short & longterm disability
Opportunity to learn from a dedicated leadership team
Centrally located open office building in Sugar House
Topoftheline company swag
Privacy Policy Notice
Filevine will handle your personal information according to whats outlined in our.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
Key Skills
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