Technical Support Associate

LinkSquares is a fast-growing LegalTech software company, rated as one of “The Best Places to Work in 2023” by the Boston Business Journal and BuiltIn Boston. We’ve built an end-to-end AI-powered Contract Lifecycle Management (CLM) SaaS product suite used by some of the world's most prominent companies (Fitbit, Igloo, DraftKings, Cogito, and even the Boston Celtics). 

Contracts are the lifeblood of business and power everything from revenue, obligations, financing activities, and reporting. At LinkSquares, our AI-powered, end-to-end contract management and analytics platform takes the manual, time-consuming, tedious tasks out of the contracting process. With LinkSquares, legal teams save time, cut costs, and improve business outcomes. We are a 300+ person company headquartered in downtown Boston.

About the Role

LinkSquares is looking for a Technical Customer Support Representative  to join our Customer Support Team. Your primary focus will be answering cases from our customers via email and chat, as well as troubleshooting bugs that are identified by customers and internal teams.

Our Customer Support team is best-in-class. We’re looking for someone who is curious and technical with a growth mindset. We can teach you how to be a great Customer Support Rep, you need to be ready to learn and grow!

Responsibilities:

• Work independently with customers across the LinkSquares customer base as a primary technical resource on issues reported with our product portfolio
• Investigate, troubleshoot, identify, and test issues unique to each customer’s environment over email, chat, and scheduled calls
• Exercise judgment in recommending solutions, workflows, and workarounds for customers by understanding their specific use cases within the technical constraints of the LinkSquares platform
• Build, document, and share knowledge of internal tools to aid in troubleshooting
• Maintain an orderly queue in our help desk, including picking up and handing off cases that are judged to require continued care at the end of the day
• Share cases, trends, and processes with leadership that require additional attention
• Build, maintain, and share subject matter expertise within the evolving LinkSquares product suite
• Independently reproduce and file bug reports and collaborate with Customer Support Engineering to escalate these to our Build team for resolution
• Work through team projects that contribute to team, department, and company goals
• Study and learn the craft of Customer Support within a B2B SAAS company by working with other members of the Customer Support Team and under the supervision of the Customer Support Leadership Team

About You:

• You enjoy helping people, even when it’s something small
• You’re curious and tech-savvy with a willingness to learn and become proficient in the LinkSquares application and internal tools used for troubleshooting
• You have strong problem-solving skills, able to troubleshoot and identify bugs reported by customers and internal teams
• You possess excellent written and verbal communication skills, able to effectively communicate with customers and internal stakeholders
• You’re detail-oriented with the ability to organize and prioritize tasks, ensuring an orderly queue in our help desk
• You are a team player with the ability to collaborate and contribute to team projects when needed

About LinkSquares

Founded in 2015 with headquarters in Boston, we offer a comprehensive and competitive benefits package that includes medical, dental and vision plans for employees and their families, health and wellness programs, a 401(k) plan, unlimited vacation, paid parental leave and more. Learn more here: https://linksquares.com/careers/ 

For legal teams needing to move their business forward faster, LinkSquares provides a contracting platform for writing better contracts, analyzing what’s in existing contracts, and working better with their team. It differs from other tools on the market with its powerful AI insights, speed to providing tangible results, and ability to help the entire company collaborate better. LinkSquares saves companies hundreds of hours and thousands of dollars by eliminating manual contract processes and reducing the need for outside counsel. For more information, visit https://linksquares.com/.

LinkSquares is an Equal Opportunity Employer and does not discriminate on the basis of an individual's sex, age, race, color, creed, national origin, alienage, religion, marital status, pregnancy, sexual orientation or affectional preference, gender identity and expression, disability, genetic trait or predisposition, carrier status, citizenship, veteran or military status and other personal characteristics protected by law. All applications will receive consideration for employment without regard to legally protected characteristics.