Customer Support Specialist, Enterprise

• Build and maintain strong, trusted relationships with enterprise customers
• Provide timely responses and clear, proactive updates on customer tickets
• Communicate technical information clearly to end users, IT teams and practice leaders
• Manage customer expectations with empathy during complex or time-sensitive issues
• Build deep knowledge of Clio Operate and customer workflows
• Provide first-line triage and resolve tickets at the first point of contact
• Stay current with product features and releases
• Act as the first point of contact for support requests
• Triage, analyse and escalate tickets to second-line support or development when needed
• Prioritise service desk tickets according to importance and urgency
• Meet agreed service levels and response times
• Maintain detailed records of customer interactions in the ticketing system
• Develop service desk best practices and processes
• Suggest and implement process improvements
• Analyse ticket trends to identify recurring issues, knowledge gaps and training opportunities
• Create and maintain knowledge base articles and internal documentation
• Share customer feedback and insights with product and engineering teams

• 2 or more years' experience in a customer support, service desk or technical support role, ideally supporting a B2B SaaS or enterprise software product
• Strong troubleshooting skills, and the curiosity to dig into an issue until you understand the root cause
• Excellent written and verbal communication skills, with the ability to explain technical concepts in plain language
• Experience working in a ticketing system such as Zendesk, Freshdesk, ServiceNow or Jira Service Management
• A customer-first mindset, with the patience and professionalism to handle complex or high-pressure situations
• Strong organisational skills and the ability to manage and prioritise multiple tickets at once
• A team-player attitude and a genuine interest in improving how things are done
• Experience supporting enterprise customers or large, complex software deployments
• Familiarity with ITIL or service desk frameworks
• Technical skills such as reading logs, basic SQL, or understanding APIs and integrations
• Experience in or exposure to legal technology, professional services or law firms
• Experience with workflow, case management or document management platforms

• Competitive, equitable salary (exclusive of superannuation) with top-tier health benefits
• Hybrid work environment
• Flexible time off policy, with an encouraged 20 days off per year
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years
• Accessibility accommodations during the recruitment process