Customer Support Specialist; Federal

Position: Customer Support Specialist (Federal)
# Customer Support Specialist (Federal)
With our career opportunities we offer competitive compensation and a comprehensive benefits package that includes medical, dental, wellness program, paid parental leave, professional development, and a fully stocked kitchen.

Everlaw is looking for a highly motivated Customer Support Specialist to join our Federal Customer Support team! As a Customer Support Specialist on our Federal team, you’ll be the first line of contact for our customers using your Respect for Users to ensure that all clients are successful and delighted by their Everlaw experience. You’ll be responsible for answering client questions, teaching product functionality and troubleshooting technical issues via phone and email.

Your work will matter-- the exceptional service you provide directly impacts the success of the legal teams at law firms, corporations, government agencies, and nonprofit organizations who collaborate on our platform every day to discover truth and promote justice.

Everlaw's Customer Experience team leads all aspects of the post-sale client experience, including onboarding, technical support, data migrations, user education, and ongoing account management. We are a diverse group that thrives on collaborating with every team across Everlaw to deliver an amazing experience to our customers.

This is a full-time non-exempt position based in our Washington, DC office with a hybrid work schedule: in office M/W/Th with the option to work from home Tu/Fri.
** This position requires working Monday to Friday from 9:00am - 6:00pm EST. This role will require a*
* ** post offer criminal background check and agency suitability clearance.**### Getting started
* ** We want you to feel like part of the team early on!
** Our onboarding process will integrate you into the company with informative sessions on our product, policies, processes, and team structure and goals.
* ** We’re excited for you to learn, grow, and contribute right away!
** We trust that you’ll bring experience and knowledge that will uplift and uplevel the team, but we don’t expect you to know everything on Day 1.### In your role, you'll...
* Become product certified! You’ll begin by completing training modules to get up and running on the ins and outs of the Everlaw platform
* Start your journey on the support queue, providing world-class customer support
* Use your egoless communication and collaborate with your teammates to solve complex client tickets and improve the customer experience
* Participate in quarterly performance and development objectives meetings with your direct manager to build development goals and pathways
* Become a subject matter expert in certain areas of the product and continue to deepen your knowledge of the platform overall
* Develop a strong relationship with the Product and Engineering teams to drive product improvements### About you
* You have at least 2 years of customer service experience in customer support or in a similar customer-facing role.
* You have a passion for technology and helping others to understand and use it.
* You have exceptional verbal and written communication skills that show enthusiasm, energy, and empathy.
* You are incredibly organized, process-driven, and capable of anticipating and mitigating friction points in a fast-paced environment.
* You are a thoughtful collaborator, partnering cross-functionally to drive a streamlined customer experience.
* You are a quick, eager, and proactive learner, and take initiative to promptly resolve and learn from challenges.
* *** You are authorized to work in the United States; please note that at this time, Everlaw is not sponsoring visas for any positions.***### Pluses
* You have experience in eDiscovery, but this is not required.
* You have experience working in Customer Support, ideally at a software or legal technology company, but this is not required.
* You have experience using Customer Relationship Management tools such as Zendesk and/or Salesforce, but this is not required.
* You are comfortable using Google Applications, such as GMail, Google Calendar and Google Docs.### Benefits
* The expected hourly rate range for this role is…