客户服务中心交付分析师 I
Client Service Delivery Analyst I
客户关系专员（太平洋时间）
您是否希望为客户提供一流的指导和支持？
您是否对使用前沿的法律科技感兴趣？
关于我们的团队
Lex Machina从根本上改变了公司和律师事务所在法律业务和实践中竞争的方式。该公司提供关于法官、律师、律师事务所、当事人以及其他关键信息的战略洞察，覆盖数十个联邦法律实践领域，并且正在迅速扩展到越来越多的州法院。Lex Machina使律师事务所和公司能够预测不同法律策略将产生的行为和结果，从而赢得案件并达成交易。总部位于硅谷，Lex Machina是LexisNexis的一部分，后者是全球领先的法律、法规和商业信息及分析服务提供商。如需更多信息，请访问。
关于该职位
作为Lex Machina的客户关系专员，您将与客户紧密合作以解决他们的问题并回答他们的疑问。您将有机会从零开始了解业务，并理解这款顶级法律分析产品。该职位是产品工程团队组织的一员，因此将成为使用产品的客户与构建产品的人员之间的桥梁。
地点
申请人必须能够按照太平洋时间的正常工作时间工作。
职责
- 协助用户解决从基础产品问题到复杂法律咨询的各种问题
- 成为Lex Machina的专家用户，并为用户提供指导和培训
- 通过电子邮件为主要方式，辅以部分在线聊天，偶尔通过电话，提供解决方案以确保客户满意度
- 在太平洋时间营业结束前覆盖各种支持渠道
- 作为客户的声音向产品工程团队传达
- 将产品缺陷或数据问题上报给相应的团队
- 收集并报告用户洞察、客户服务趋势和产品开发建议，并与内部团队协作处理反馈
- 偶尔进行Lex Machina基础知识的客户培训
要求
- 能够独立工作并作为团队成员，同时运用专业判断
- 能清晰简洁地写作
- 有在专业环境工作的经验
- 该职位需要有律师或法律领域的经验
- 有处理压力情况的经验，能保持耐心和灵活性
查看英文原文
Client Relations Specialist (Pacific Time)
Would you like to provide first-class guidance and support to the customer?
Are you interested in working with cutting-edge legal technology?
About our Team
Lex Machina fundamentally changes how companies and law firms compete in the business and practice of law. The company provides strategic insights on judges, lawyers, law firms, parties, and other critical information across dozens of federal practice areas and a rapidly growing number of state courts. Lex Machina allows law firms and companies to anticipate the behaviors and outcomes that different legal strategies will produce, enabling them to win cases and close business. Headquartered in Silicon Valley, Lex Machina is part of LexisNexis, a leading global provider of legal, regulatory, and business information and analytics. For more information, please visit.
About the Role
As a Client Relations Specialist at Lex Machina, you'll work closely with customers to resolve issues and answer questions. You'll have a great chance to learn the business from scratch and understand the premier Legal Analytics product. This role is a member of the Product Engineering Team organization and as such will act as a bridge between the customers who use the product and the people who are building the product.
Location
Applicants must be able to work regular Pacific Time business hours.
Responsibilities
- Assisting users with all levels of questions ranging from basic product question to complex legal inquiries
- Becoming an expert user of Lex Machina and providing guidance and training to users
- Providing solutions to ensure client satisfaction primarily via email, with some live chat, and occasionally by telephone
- Covering various support channels through close of business Pacific Time
- Acting as a voice-of-the-customer to the Product Engineering Team
- Escalating product bugs or data issues to the appropriate teams
- Gathering and reporting on user insights, customer service trends, and product development suggestions and collaborating with internal teams to address feedback
- Conducting occasional customer trainings on Lex Machina's basics
Requirements
- Be able to work independently and as a team player while using professional judgment
- Write clearly and concisely
- Experience in a professional environment
- Experience as attorney or in the legal field is required for this job
- Experience handling stressful situations with patience and flexibility
- Possess time management skills; ability to multi-task
- Possess excellent customer-focus skills
- Strong communication and interpersonal skills
- Experience in Microsoft Office, Google Apps
Preferred Qualifications
- Experience working in a legal library or in a research role
- Experience with legal research tools
- Familiarity with customer support processes and software
- Experience in writing knowledge base articles, tutorial video production, or learning management systems
- Skill with data analysis (gain insight into our customer support performance metrics and customer feedback)
Work in a way that works for you
We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.
Working for you
We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
- Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
- Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
- Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
- Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
- Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
- Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
- Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice
Commitment to Inclusion & Diversity
At LexisNexis Legal & Professional, part of RELX, we are deeply committed to inclusion and diversity (I&D), viewing it as a competitive advantage that enriches our work. Our Code of Ethics and Business Conduct reinforces this commitment, prohibiting discrimination and supporting fair hiring and career growth for individuals of all backgrounds, identities, and abilities.
Our teams span the globe, uniting varied cultures and ideas to tackle complex issues for customers. As we strengthen our inclusive culture, our hiring managers and I&D talent networks work diligently to reduce bias and recruit diverse talent worldwide. Learn more about how we’re fostering a culture of inclusivity here (
About the Business
LexisNexis Legal & Professional® provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis® and Nexis® services.
Salary Range
To be added when data can be disclosed.
U.S. National Base Pay Range: $44,500 - $74,100. Geographic differentials may apply in some locations to better reflect local market rates.We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.
We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.
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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.
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Originally posted on Himalayas