Intermediate Customer Support Specialist

Customer Engagement

• Build and maintain strong relationships with customers, providing a high level of support and service.
• Prioritise a high level of communication to ensure customers receive timely responses and updates on tickets.

Product Knowledge

• Develop a good understanding of the Clio Operate (ShareDo) platform and how to provide effective first-line triage for support issues.
• Use your product knowledge to manage customer expectations and deliver solutions effectively, aiming to reduce the need for escalations.
• Maintain a high "first fix" ratio by resolving tickets at the first point of contact wherever possible, without needing to escalate to second-line support.

Service Desk Best Practices

• Contribute your ideas and experience to the ongoing development of best practices.
• Innovate new ideas for process improvements, ensuring they are escalated and actioned appropriately.
• Contribute towards ticket analysis to improve knowledge and training across the team and wider business.

Service Desk Operations

• Assist in prioritising tickets within the Service Desk, ensuring that issues are addressed in order of importance and urgency.
• Act as the first line of contact for support requests from both new and existing customers, providing prompt and professional assistance.
• Perform the initial triage of tickets, analyse the issue, and, where necessary, escalate for development.
• Monitor progress on outstanding bug fixes and provide updates to customers as required.
• Work within the boundaries of Service Level Agreements (SLAs) to ensure timely responses and resolutions.
• Proactively monitor support dashboards to identify and raise tickets on behalf of customers where needed.
• Coordinate with customers regarding the status of open issues, ensuring clear communication.

Service Desk Reporting

• Assist in compiling monthly reports on Service Desk performance and ticket resolution.

Skills and Experience Although we are keen to consider candidates from different backgrounds, the following skills and experience would be beneficial for this role:

• Bachelor's degree or diploma (or currently in your final semester with an expected graduation by August 2026, or recent graduate within the past 2 years)
• Educational background in Computer Science, Business, Communications, or other related fields with transferable skills relevant to customer support (e.g., problem-solving, communication, or technical aptitude)
• A passion for providing a high level of customer service and being willing to go the extra mile in all your engagements.
• Exemplary communication skills across both written and verbal interactions.
• Previous experience in a customer facing technical support role.
• Prior experience of working with cloud-based software or Azure hosted applications.
• Working knowledge of Microsoft SQL could be an advantage.
• Although not essential, previous experience of working within the legal industry could be beneficial.

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 with top-tier health benefits, dental, and vision insurance

• Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, Dublin, London, New York City and Sydney) to be in office min. twice per week.

• Flexible time off policy, with an encouraged 20 days off per year.

• $2000 annual counseling benefit

• RRSP matching and RESP contribution

• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

The expected salary range for this role is $62,100 to $83,900 CAD. 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.