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Customer Support Specialist - MerusCase

Paradigm

Paradigm

Customer Service
United States
Posted on Thursday, September 28, 2023

Paradigm is a legal-industry leader in cloud-based software with three practice management platforms – PracticePanther, Bill4Time, and MerusCase – as well as epayments (Headnote) and accounting (TrustBooks) solutions.

What is the role?

You are responsible for communicating with clients to resolve inquiries in a timely manner. You will work with clients to answer questions, identify bugs, and resolve issues. You will relay feedback to our product and development teams and be the voice of our customer to mitigate client requests and issues professionally.

In this role, you will:

  • Responsible for providing high level support via Phone & Email
  • Identifying and resolving client issues/concerns
  • Establish customer relationships and improve client retention by providing an excellent customer experience
  • Diagnose and document reported bugs
  • Communicate customer issues/requests to development and product teams
  • Working with the latest cloud support systems such as Zendesk, Salesforce, JIRA, etc.
  • Other duties as assigned

Qualifications

  • 2+ years customer support experience
  • 2+ years SaaS environment experience
  • Knowledge in the legal industry advantageous
  • Knowledge with SalesForce, Zendesk, JIRA, GSuite

Who is the ideal candidate?

  • Must be patient, empathetic, and have great communication skills
  • Data driven individual
  • Strong interpersonal skills to work collaboratively with different departments
  • Comfortable with technology and learning new software
  • Ability to handle escalated customer issues
  • Self-motivated, diligent, and can inspire others
  • Excellent verbal and written communication skills
  • Organized, detail oriented, and able to manage multiple tasks
  • Must be personable and enjoy working in a client-facing role
  • Able to discuss technically detailed processes and integrations with customers who are both tech-savvy and non-technical

Why should you join Paradigm?

Paradigm offers a suite of legal practice software solutions that help lawyers manage, automate and grow their firms. More than 50,000 lawyers across 170 countries use our products to shift the paradigm of how they practice law. With four world-class all-in-one legal practice management platforms — PracticePanther, Bill4Time, MerusCase and LollyLaw – in addition to payments and accounting solutions powered by Headnote and TrustBooks.

Paradigm empowers lawyers across the spectrum of practice area, geography, and business needs. At Paradigm, we are fast-paced, ambitious and unified by a common vision to build the best legal technology products in the world.

Benefits/Perks

  • Competitive compensation
  • Paid vacation + sick and parental leave 
  • Remote working flexibility 
  • Budget for home office improvements 
  • Company culture that encourages work / life balance 
  • 100% paid PPO medical, vision, and dental insurance, 401k matching, equity grants
  • Bi-annual company retreats and many other fun activities to bring our team together (physically or virtually) as often as possible!

About Paradigm

Paradigm is a rapidly growing legal technology business that offers a suite of product solutions to allow lawyers to automate their firms, get more done in less time, and focus on what they do best: practicing law.  The business currently includes three leading practice management and online payment and accounting solutions – PracticePanther, Bill4Time, Headnote, Trustbooks and MerusCase.

Paradigm operates as a single business and team with multiple software solutions.  Our software offerings have the ability to scale in different niches of the market, and the shared resources, talent, and expertise allow us to accelerate growth across the portfolio.  Paradigm will continue to grow each of these platforms organically, while also looking for new acquisitions that can bolster our position as a leading legal technology company.  Paradigm has ~100 employees based in New York, Florida, Washington, California, and other locations across the US.

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For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Paradigm’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

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Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Please select

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OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
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