Legal Services

Client Support Analyst

Houston, TXOnsiteFull TimePosted 1 month ago

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Required skills

customer service
client solutions
phone etiquette
email etiquette
active listening
client-focused

Nice to have

industry experience
administrative experience
office experience
process improvement

Role summary

U.S. Legal Support is seeking a Client Support Analyst in Houston, TX, to serve as the primary point of contact for clients, resolving inquiries via phone and email. This role requires expertise in litigation support services, strong customer service, professionalism, and problem-solving skills. Responsibilities include investigating issues, setting up new accounts, processing cases, performing status checks, and collaborating with other departments to meet SLAs. A high school diploma and 3+ years of customer service experience are required, with an Associate degree and industry experience being preferred.

📍 Location: Houston, TX

🕒 Schedule: Monday - Friday 8:30 am-5:30 pm

About U.S. Legal Support

At U.S. Legal Support, we’re committed to delivering best-in-class litigation support services to our clients nationwide. Our people are passionate, dedicated, and driven by the goal of providing exceptional service every day.

Position Summary

The Client Support Analyst serves as the primary point of contact for clients, providing assistance via phone and email to ensure timely and accurate resolution of inquiries. This role is the subject matter expert for all services offered by U.S. Legal Support and requires strong customer service, professionalism, and problem-solving skills.

Essential Job Functions

Investigate and research issues to ensure proper corrective action is taken.
Quickly address client and sales partner inquiries and drive them to resolution.
Set up new client accounts via the company portal.
Direct, coach, and prepare new clients to use portal features effectively.
Complete front-end processing for settled cases.
Perform transcript and video status checks.
Handle client inquiries regarding price quotes for completed jobs.
Collaborate with other departments to resolve issues or fulfill requests swiftly.
Work efficiently while suggesting improvements to workflow processes.
Demonstrate genuine interest and retain knowledge of legal services offered.
Ensure service level agreements (SLAs) are consistently met or exceeded.
Perform other duties as assigned by department leadership.

Requirements

High school diploma or equivalent required; Associate degree preferred.
3+ years of experience in customer service or client solutions.
Professional email and phone etiquette.
Industry experience preferred but not required.
Prior administrative or office experience a plus.

Skills & Attributes

Strong attention to detail and active listening skills.
Excellent communication and problem-solving abilities.
Cheerful, professional, and client-focused demeanor.
Dependable and reliable with a strong work ethic.
Flexible and adaptable in a fast-paced environment.

Ready to apply?

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