Alt Legal - IP Management Software

Data Engineer

• Support new and existing customers with onboarding of IP data
• Perform data mapping and manage complex datasets
• Migrate customer data into the preferred format
• Coordinate with engineers and personnel to develop and implement a CSV importer process
• Coordinate and receive inputs from customers and internal stakeholders
• Maintain accurate customer records
• Resolve customer issues directly or involve internal resources to ensure timely resolution
• Stay current with system changes and updates
• Work with customer success, product, and other internal team leads to improve customer experience
• Manage client onboarding from initial handoff through finalization
• Conduct client meetings and prepare data analysis

Data Migration and Onboarding Specialist

Customer Support

• Act as the first point of contact for day-to-day customer questions via support email, live chat, and phone
• Resolve customer issues directly or engage internal resources for timely resolution
• Support recruiting, onboarding, and training new support team members
• Conduct data audits and imports across Alt Legal and WebTMS client data using Google Sheets
• Provide high-priority support for key accounts and time-sensitive requests
• Escalate system-wide issues to the product team
• Identify common customer questions and provide feedback to Management, Customer Success, and Product teams
• Provide platform training to stakeholders and end-users
• Conduct training needs analyses and design or update course materials
• Produce training video scripts and present webinars
• Maintain the company CRM with training and support information
• Advise clients on leveraging Alt Legal and WebTMS in coordination with Customer Success Managers
• Advocate for clients and work cross-departmentally to support retention, expansion, product adoption, satisfaction, and account health
• Stay current with system changes and updates, including platform testing
• Work 40 hours per week, Monday to Friday, during daytime hours; initial onboarding availability from 12:00pm–7:00pm BST

Senior Customer Support Specialist

• Act as the first point of contact for day-to-day questions via support email, live chat, and phone
• Resolve customer issues directly or involve internal resources to achieve timely, satisfactory resolutions
• Support recruiting, onboarding, and training of new support team members
• Conduct data audits and imports using Google Sheets across Alt Legal and WebTMS client data
• Build and maintain formulas such as VLOOKUPs and COUNTIFs for accuracy and reporting
• Provide dedicated high-priority support for key accounts and time-sensitive requests
• Escalate system-wide issues to the product team
• Identify common client questions and provide feedback to Management, Customer Success, and Product teams
• Provide platform training on Alt Legal and WebTMS, including needs analyses, course materials, video scripts, and webinars
• Keep the company CRM updated with training and support information
• Advise clients on leveraging Alt Legal and WebTMS based on use cases and attributes
• Advocate for clients cross-departmentally to support retention, expansion, adoption, satisfaction, and account health
• Stay current with system changes and updates, including testing platforms as needed