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Technical Support Representative (PST)

Salem, Oregon

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; you connect with customers in a genuine way that lets them know you care about their issues
  • You’ve shown the ability to be a great teammate that can both follow and lead depending on the situation
  • You’ve shown the ability to work in a tier-based environment which requires documenting cases for further investigation
  • You are curious and have a natural ability to "zoom-out" of a problem, in order to ask the right questions

The following are a bonus!

  • Zendesk experience is a plus
  • Knowledge of SQL

 

Life @ Brightflag

We’re growing fast and so is the experience we can offer you:

  • The exposure and support you need to learn, grow, and progress your career in a rapidly growing scale-up.
  • Day to day business problems to solve and the trust and autonomy you need to go and solve them.
  • A sound, helpful team, in a friendly, values-driven, and inclusive environment.
  • Competitive salary of $60,000k per year. 
  • Share options 
  • 20 days holidays + 4 annual reset days (1 each quarter).
  • Comprehensive health insurance.
  • Learning subsidy annually, to spend as you wish, plus study and examination leave where applicable.
  • Fully remote working location (West Coast only, PST time zone) 
  • Our ‘bookworm’ program also enables you to order a book a month...on us!
  • Wellbeing program & mental health supports.
  • Home office set-up supports.

We are a diverse and inclusive bunch of people. We welcome diverse perspectives and people who make every day count and strive for constant improvement. We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race

 

Location & Eligibility

This role is fully remote across the West Coast (Pacific Standard Time). 

We get our teams together once per quarter in person. This will involve 2 trips to Dublin for an all-company event and 2 trips to NYC for team meet ups. 

Your time is valuable. To help with your application, we advise that regrettably we cannot offer work permit sponsorship/ self sponsorship for this role.

 

About Brightflag

Hello, we’re Brightflag - one of the fastest-growing tech startups in the legal world - we’re on a mission to transform legal operations. Our patented AI-powered software combined with a best-in-class Customer Success team empowers corporate legal teams to do better, no matter the starting point. Our SaaS platform was the first to apply artificial intelligence and machine learning to legal operations management and has invested more than 100,000+ hours in its development. Using Brightflag, corporate legal teams achieve visibility into their operations, streamline internal workflows, and engage with outside counsel more efficiently. You can learn more about Brightflag here.

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When you apply to a job on this site, the personal information ("personal data") contained in your application will be collected by Shine Analytics Limited (t/a “Brightflag”), which is located at 12 Camden Row, Dublin 8, Ireland and can be contacted by emailing careers@brightflag.com

Your personal data will be processed by Brightflag for the purposes of managing our recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results, and as is otherwise needed in the recruitment and hiring processes. Brightflag carries out this processing for its legitimate interest to offer employment/hire candidates that have the skills and qualities of the Brightflag ethos.   We consider your privacy and data protection rights when we pursue our legitimate interests and ensure that the way our recruitment process works doesn't unfairly impact on those rights.  

Your personal data will be shared with Brightflag's recruitment team and managers and is stored on our servers in Ireland. It will also be disclosed to Greenhouse Software, Inc., our cloud services provider located in the United States of America which is engaged by Brightflag to help manage our recruitment and hiring process.  Accordingly, if you are located outside of the United States, your personal data will be transferred to the United States once you submit it through this site. Because the European Union Commission has determined that United States data privacy laws do not ensure an adequate level of protection for personal data collected from EU data subjects, the transfer will be subject to appropriate additional safeguards the standard contractual clauses. You can obtain a copy of the standard contractual clauses by contacting us at dpo@Brightflag.com.   

Data Retention: If you are hired by Brightflag, your personal data will be retained for as long as you are an employee of Brightflag (plus a reasonable period of time after your employment ends). If you are not hired by Brightflag, your personal data will be retained as necessary for the purpose of dealing with any legal matters that may arise.  In the case of EU candidates your personal data will be held for this purpose for 12 months.  Separately, we will retain your personal data for 24 months for our legitimate interests for the assessment of future employment opportunities we might have for you.  You can of course request that we do not hold your data for the purpose of assessing future roles for you by emailing us a careers@brightflag.com.

You can access, rectify, erase, restrict or export your personal data at any time by emailing us at dpo@Brightflag.com. You can also object to our processing of your personal data at any time. This will be carried out in line with Brightflag’s legal requirements as set out above. 

You can contact our Data Protection Officer with requests or concerns at dpo@brightflagm.com. If you are unsatisfied with the response you have the right to lodge a complaint with your supervisory authority.