Lawtech Software Group is seeking a motivated and customer-focused individual to join our team as a Customer Support Executive. This entry-level position is crucial in delivering exceptional support to law firms and end-users by resolving a wide range of inquiries and technical issues. As the first point of contact for our customers, you will play a key role in ensuring prompt, accurate, and courteous assistance, contributing to the overall satisfaction of our clients. About the role In this role, you will be responsible for managing daily customer inquiries through phone, email, and live chat, with an emphasis on resolving issues at first contact. You will also assess and diagnose technical problems, guiding customers through step-by-step solutions or providing instructions for self-service when appropriate. Handling the full lifecycle of support tickets, you will log and categorize issues, track their progress, follow up on open tickets, and ensure timely resolution according to service level agreements. Complex issues that require further technical assistance will need to be escalated to the appropriate internal teams, and you will ensure a clear and detailed account of the problem and any troubleshooting efforts is provided. You will also manage customer data by updating logs in our CRM software, ensuring information is accurate and accessible for future reference. Additionally, you will educate customers on product features and functionalities to enhance their ..... full job details .....