Customer Support Specialist, Enterprise

Clio - Cloud-Based Legal Technology

. Build and maintain strong, trusted relationships with enterprise customers .

Posted 10/8/2026full-timeRemote • AustraliaJuniorMid-Level💰 A$77,800 - A$105,200 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer support capabilities with a focus on building relationships, troubleshooting technical issues, and managing service desk operations. Proficient in utilizing ticketing systems and implementing process improvements to enhance customer experience.

Highest-signal resume keywords

Customer Support ExperienceTroubleshooting SkillsTicketing System ExperienceITIL FamiliarityTechnical Skills in SQL and APIs

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingBasic SQLUnderstanding APIsReading LogsService Desk Best PracticesTicket AnalysisProcess ImprovementKnowledge Base CreationCustomer Workflow KnowledgeTechnical Documentation

Soft Skills

Excellent Communication SkillsCustomer-First MindsetOrganizational SkillsTeam-Player AttitudeEmpathy in Customer Interactions

Tools & Technologies

ZendeskFreshdeskServiceNowJira Service ManagementClio Operate

Industry Keywords

B2B SaaSEnterprise SoftwareLegal TechnologyProfessional ServicesService Desk Frameworks

Tech Stack

Tools & technologies

ServiceNowSQL

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Benefits

Comp & perks

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