The Opportunity

Brightflag is the fastest growing company in the legal tech space and the #1 rated enterprise legal management product on G2. We’re bringing a trailblazing product, which is truly differentiated, to a fast growing market. And we are continuing to invest heavily in product and customer success. This means that our customer success teams support our customers to deliver significant business impact from our solution. We help legal functions transform and partner with customers to create genuine value for their businesses.

The Technical Support Representative will report to the Manager, Customer Support based in Dublin. Like all great companies, we strive to hire the best. Our people are customer-focused, take ownership, and make every day count. The opportunity for direct impact at Brightflag is huge - we live our values and are in search of constant improvement. Sound like a fit for you?

This is a temporary role (initially a 3 month contract with the possibility of extension) to provide illness cover.

What You Will Be Doing

This role will serve two purposes: first, provide frontline (reactive) support to our global users; and second, assist with the initial investigations into technical issues/challenges with the software. 

• Be the first responder to all queries from users related to Brightflag’s platform
• Own the customer experience and work to exceed their expectations
• Dedicatedly look for solutions to problems and propose improvements if something could work better
• Drive product change and improvement to make Brightflag the leading enterprise legal management platform 
• Understand Brightflag's platform and configure customers’ instances to ensure they derive maximum value from it
• Partner with internal support & engineering teams to educate and onboard law firm and customer end-users to set them up for success using Brightflag’s platform
• Craft educational articles for the Brightflag help center

Skills & Experience

• You pride yourself on being a people person; you love talking to people on the phone and build 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
• Communicating via phone, email, tickets or 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
• 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:

• A huge opportunity to make a real impact, to shape what we do and where we are going.
• The exposure and challenge you need to learn, grow and progress your career in a rapidly growing scale-up.
• Complex technical and business problems to solve and the trust and autonomy you need to go and solve them.
• A collaborative, helpful team, in a friendly, values-driven and inclusive environment.
• Competitive salary. 
• Share options.
• 20 days PTO 4 company ‘Reset’ days throughout the year.
• Fully flexible work location and work patterns so you can balance life at home with life at work - come to the office, work at home… or enjoy a blend of both at your discretion.
• Learning subsidy of $2,500 annually, to spend as you wish, plus study and examination leave where applicable. Our ‘bookworm’ program also enables you to order a book a month.. on us!
• Wellbeing program & stipend.
• 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 offers a flexible work location across the Australia (Remote).

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.