Soluno Hiring for Customer Support and Service Specialist at Toronto, ON Full Time

Soluno is a flexible time billing, and accounting software designed exclusively for law firms. Soluno can be Cloud-based or self-hosted and can manage all your firms’ accounting needs with full compliance and incredible ease. Soluno is proudly built by Devlos Software, and is backed by their belief in excellent customer experience, and intuitive, low-cost solutions for everyone.

Summary

The Customer Support and Services Specialist is responsible for providing clients with a positive experience while implementing new software and ensuring timely delivery of support services via email, telephone, web, chat, etc. This position is responsible for working with clients to determine a timeline and develop an implementation plan. You will execute the plan by configuring product settings, building templates, and training staff on how to use the product. In addition to implementation responsibilities, the Support and Services Specialist must also contribute to the clients’ ongoing support through support channels.

What You’ll Do

Master the product through a formal onboarding program and continued learning

Design and customize software solutions and templates.

Prepare and lead customer onboarding experience assessing customer needs, and customizing onboarding experience

Define and develop business rules and workflow components for different customers.

Use product functionality to implement the defined business rules, workflows, and customizations, so the software system conforms to clients’ specifications.

Proactive outreach to ensure customer success during their first 90 days post-live

Troubleshoot product issues, user administration issues, and other technical issues.

Provide successful resolution to all customer complaints, ensuring the customer is satisfied with the end result.

Report escalating and severe issues to management to assist in the resolution process, keeping customers updated on the progress and acting as the primary point of contact.

Appropriately record all resolved and unresolved customer issues in the database according to Soluno processes and procedures.

Continually preserve the confidentiality and security of customer data and information.

Estimated percentage of work: 70% Services, 30% Support.

Perform other duties as assigned.

Must Haves

Ability to develop strong client relationships, manage expectations, and critically problem-solve

Ability to explain technical concepts to non-technical audiences.

Strong evidence of time management skills required,

Able to quickly analyze issues and determine best course of action using available resources.

High degree of resourcefulness, flexibility, and adaptability.

Able to effectively communicate both verbally and in writing.

What We’re Looking For

Accountability

Adaptability

Analytical Thinking

Communication

Planning and Organizing

Problem Solving

Results Orientation

Service Orientation

Teamwork