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Job Title: Customer Support Specialist

 

About the Company:

Our client provides a mobile forensics platform that helps customers successfully collect and share mobile device data with their legal teams.

 

Job Description:

We are looking for a customer-focused and tech-savvy Customer Support Specialist to join our team. In this role, you will provide exceptional support to customers using our mobile forensics platform, helping them successfully collect and share mobile device data with their legal teams.

While the position is primarily customer support focused, it also includes proactive customer success and service responsibilities aimed at improving customer adoption, maximizing platform usage, and delivering premium white-glove services. This is an excellent opportunity for someone who enjoys helping people, solving problems, and building positive customer relationships.

 

Responsibilities of the role:

• Provide prompt and professional support via email, chat, and video calls.

• Assist customers with basic technical questions related to our mobile forensics software.

• Guide users through the data collection process, helping them troubleshoot common issues.

• Clearly explain technical concepts to non-technical users.

• Document customer interactions and recurring issues to improve internal processes.

• Monitor customer usage and identify clients with unused service requests.

• Proactively reach out to customers to encourage utilization of their available requests.

• Help customers understand the value of the platform and maximize their subscription.

• Maintain strong relationships with law firms and other clients to ensure a positive customer experience.

• Assist customers who need additional guidance throughout the extraction process.

• Deliver white-glove support for clients purchasing Managed Extraction services.

• Coordinate with internal teams to ensure a smooth and successful customer experience.

• Maintain high service standards while handling sensitive legal-related information.

 

Required Experience and Qualifications:

• 2+ years of experience in Customer Service, Customer Support, Customer Success, or similar client-facing roles.

• Excellent written and verbal English communication skills (C1/C2 preferred).

• Strong problem-solving abilities and patience when assisting non-technical customers.

• Comfortable explaining technical concepts in simple terms.

• Highly organized with strong attention to detail.

• Ability to manage multiple conversations and priorities simultaneously.

 

Preferred Skills:

• Experience supporting SaaS products.

• Experience working with legal technology or law firms.

• Basic technical troubleshooting experience.

• Familiarity with CRM platforms such as HubSpot, Salesforce, or similar.

• Experience conducting customer onboarding or product walkthroughs.

 

Personality:

• Customer-first mindset with a positive and empathetic attitude.

 

Software & Tools:

• CRM platforms such as HubSpot, Salesforce, or similar (preferred).

 

Schedule:

Full-time

 

Salary and Benefits:

• Payment in USD or Local Currency according to candidate's preference.

• Full-time remote opportunity.