Customer Support Representative

About Assembly Software Assembly Software blends decades of history and industry experience with next-generation, customer-focused innovation. It brings together two of the legal profession’s pioneering case management brands, Needles and Trialworks, both of which have contributed to Neos, Assembly's reimagined cloud-based solution. Neos has evolved and will continue to disrupt and transform the legal sector, leveraging native AI technology and analytics that are embedded into Neos workflows to meet the changing needs of law firms. When you join Assembly Software, you’re joining a team that genuinely cares about you, your career, and your excitement about your job. When you work for a tech company in the legal field, there are endless opportunities ripe for disruption, and you’ll be on the forefront of that innovation. We want you to pursue what drives you and push your boundaries! Assembly Software is where people come to shake up a historically buttoned-up industry. Vision Statement Assembly's vision is to provide the legal community the best practice management software that enables client advocacy from anywhere at anytime. Mission Statement Our mission is to provide intuitive and comprehensive legal practice management solutions enhancing efficiency and profitability for our customers. Core Values

• We are Accountable: We accept responsibility for our choices and actions. We value transparency + feedback.
• We Never Stop Learning: We pursue growth + learning.
• We Thrive as a Team: We value others' opinions + work respectfully with one another.
• We are Collaborative Innovators: We are adventurous, creative + open-minded.
• We are Here to Be of Service to our Customer + our Colleagues: No matter our role, we are all here to be of service + add value.
• We have Unyielding Integrity: We do the right thin, even when no one is watching.
• We Embrace Diversity + Inclusion: We are passionate about creating and cultivating an inclusive culture that promotes and values diversity.

We are looking for a Tier 1 Customer Support Representative to join the Assembly team! As a Customer Support Representative You Will Provide phone and email support including technical assistance, service and training to customers. Troubleshoot and develop solutions to a variety of complex problems and technical issues involving software and hardware through deductive reasoning and resourcefulness. Maintain working knowledge of products and services. Have excellent communication skills and ability to communicate effectively with employees/customers at all levels. Have an ability to explain technical concepts to non-technical users. Ability to update support tickets and KB articles. Meet objectives and key results for customer satisfaction, tickets closed, tickets actioned within specific targets, tickets created or updated for every interaction and schedule adherence. Must be willing to work after-hours, weekends on a rotational schedule based on team size. Have intermediate to Advanced Knowledge required for Windows7-Windows 10. Have Intermediate to Advanced Knowledge in the use of Microsoft Office Products (Word, Excel, Access, Outlook). Windows Server/Office365/SQL Server knowledge a plus. Good knowledge of proper telephone etiquette with previous experience in a call center environment a plus Strong verbal and written skills When You’re Considering a New Job, It’s Normal To Have a Ton Of Questions. Here Are a Few Things We Get Asked All Of The Time I am tired of the daily grind of a commute, where are you located? With the exception of scheduled visits to our Miami, FL office and scheduled video meetings, you get to work in the comfort of your own home in your PJs if you’d like! What makes Assembly Software so special? The people are the heart of our organization! Our passion for our products and our entrepreneurial spirit creates an energetic and fun work culture. Assembly Software is a SaaS organization and the leading provider of case management solutions and through our three brands, Neos, Needles, and TrialWorks, we have a rich multi-decade history. Today we have assembled the largest user base in the industry, with over 2,500 law firm customers and more than 40,000 users. In 2017, the business was acquired by Ridge Road Partners – a group of long-term focused, business builders – who are transforming the business into a dynamic, fast-growth enterprise. Additionally, Assembly Software offers a competitive compensation package with uncapped commissions for our Account Executives, and built-in accelerators. What are the benefits like? You will be able to elect from competitive health, dental, and vision benefits in addition to short and long term disability, and other supplemental insurance options. You will have 401k, flexible time off, paid parental leave, and an employee assistance program. We value our employees and reward and recognize your contributions. Assembly Software provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.