Technical Support Analyst
AppColl, Inc. provides cloud-based enterprise software solutions for law firms and corporate legal departments. Our Denver Tech Center office is seeking a Technical Customer Service Representative to handle our growing needs in the areas of customer onboarding, support and troubleshooting, training, and more. Candidates must have technical aptitude and experience first and foremost. Prior technical customer support experience is a must. Advanced Excel skills are crucial as you will be manipulating data every day. You must be comfortable verbally communicating with customers daily.
Main Job Tasks and Responsibilities
You will be responsible for handling first level support for account setup, customer issues, report generation, online training and inquiries. You will also be responsible for determining the proper escalation path needed to solve issues while managing the process to resolution.
Activities include:
Deal directly with customers by email, phone and Zoom
Import customer data into the AppColl platform
Assist and train customers in all aspects of our platform
Promptly respond to and resolve customer inquiries
Direct customer requests and unresolved issues to the proper channels
Manage customer accounts
Maintain customer interaction and transaction records via email and Salesforce Help Desk
Communicate and coordinate with internal departments
Follow up on customer interactions
Skills (Required)
Must live in Metro Denver area and be able to come into the office a few days per week. Working from home a few days per week is allowed.
Advanced knowledge with Microsoft Excel (functions, formulas, vlookup, pivot tables, etc.)
High school diploma at a minimum
2+ years full-time experience in a technical customer support role dealing with software applications (not just hardware or Microsoft products) THIS IS REQUIRED
Knowledge of Microsoft Word, Powerpoint and Outlook
Desire for daily customer interaction
Knowledge of one of more help desk software products (Salesforce, Zendesk, Freshdesk, etc.)
Solid understanding of technologies surrounding: Internet, Networks, Cloud computing, databases and software.
Commanding knowledge of Windows or MacOS operating systems.
Willingness and desire to extensively learn Patent and Trademark law
Skills (Preferred)
Bachelor’s degree in a technical field and/or legal certifications
Background in legal docketing systems (huge plus)
Knowledge of customer service principles and practices
Knowledge of administrative procedures in a legal environment
Knowledge of Salesforce
Key Competencies:
Interpersonal skills
Verbal and written communication skills
Listening skills
Problem analysis and problem-solving
Attention to detail
Customer service orientation
Adaptability
Initiative and desire to learn every day
Compensation:
Competitive salary plus benefits
Eligible for company profit sharing plan
AppColl, Inc. provides cloud-based enterprise software solutions for law firms and corporate legal departments. Our Denver Tech Center office is seeking a Technical Customer Service Representative to handle our growing needs in the areas of customer onboarding, support and troubleshooting, training, and more. Candidates must have technical aptitude and experience first and foremost. Prior technical customer support experience is a must. Advanced Excel skills are crucial as you will be manipulating data every day. You must be comfortable verbally communicating with customers daily.
Main Job Tasks and Responsibilities
You will be responsible for handling first level support for account setup, customer issues, report generation, online training and inquiries. You will also be responsible for determining the proper escalation path needed to solve issues while managing the process to resolution.
Activities include:
Deal directly with customers by email, phone and Zoom
Import customer data into the AppColl platform
Assist and train customers in all aspects of our platform
Promptly respond to and resolve customer inquiries
Direct customer requests and unresolved issues to the proper channels
Manage customer accounts
Maintain customer interaction and transaction records via email and Salesforce Help Desk
Communicate and coordinate with internal departments
Follow up on customer interactions
Skills (Required)
Must live in Metro Denver area and be able to come into the office a few days per week. Working from home a few days per week is allowed.
Advanced knowledge with Microsoft Excel (functions, formulas, vlookup, pivot tables, etc.)
High school diploma at a minimum
2+ years full-time experience in a technical customer support role dealing with software applications (not just hardware or Microsoft products) THIS IS REQUIRED
Knowledge of Microsoft Word, Powerpoint and Outlook
Desire for daily customer interaction
Knowledge of one of more help desk software products (Salesforce, Zendesk, Freshdesk, etc.)
Solid understanding of technologies surrounding: Internet, Networks, Cloud computing, databases and software.
Commanding knowledge of Windows or MacOS operating systems.
Willingness and desire to extensively learn Patent and Trademark law
Skills (Preferred)
Bachelor’s degree in a technical field and/or legal certifications
Background in legal docketing systems (huge plus)
Knowledge of customer service principles and practices
Knowledge of administrative procedures in a legal environment
Knowledge of Salesforce
Key Competencies:
Interpersonal skills
Verbal and written communication skills
Listening skills
Problem analysis and problem-solving
Attention to detail
Customer service orientation
Adaptability
Initiative and desire to learn every day
Compensation:
Competitive salary plus benefits
Eligible for company profit sharing plan