Technical Support Representative

The Opportunity

We’re on the hunt for a driven and innovative Technical Support Representative who thrives on collaboration, loves tackling challenges head-on, and is passionate about making a tangible difference in the lives of our customers and within our company. This is more than just a support role; the support team at Brightflag has been responsible for some key enhancements to the platform based on the feedback from users. Reporting directly to our Director of Customer Support in Dublin, you’ll be part of a team that doesn’t just aim high—we exceed expectations. At Brightflag, we’re dedicated to hiring top talent who are customer-centric, take initiative, and make every day count. If you’re excited about an opportunity to contribute, grow, and make a direct impact, we’d love to hear from you!

What You Will Be Doing

• You will serve our West Coast client base that will connect mid-US and early morning Australia for our 'Follow the Sun' model, providing 24/5 support to our customers.
• Provide guidance and troubleshooting assistance to customers regarding the company’s software products.
• Gather and relay customer feedback to the relevant teams to contribute to product improvements and customer satisfaction.
• Understand Brightflag's platform and configure customers’ instances to ensure they derive maximum value from the platform
• Partner with internal Technical Support, Customer Success and Product teams to educate and onboard law firms and customer end-users to set them up for success using Brightflag’s platform
• Contribute to the development and maintenance of educational articles and resources for the company’s help center.

Skills & Experience

• You have 3+ years of experience as a technical support representative in a SAAS company
• You pride yourself on being a people person; you love talking to people and building strong rapport with customers
• You’ve managed various customer problems daily within a software/technical environment, ideally within an enterprise B2B application
• You have managed multiple complex tasks while delivering timely updates until resolution
• You have a proven track record of being a problem solver who makes decisive, informed decisions
• You’ve utilized data to suggest process improvements & stay organized via Microsoft Excel
• You’ve explained complex issues in concise, simple terms for key stakeholders. 
• You are comfortable communicating to customers via email, video call, phone and live chat. 
• You are an empathizer; …