Client Support Analyst

Client Support Analyst Location: Houston, TX Schedule: Monday-Friday | 8:00 AM - 5:00 PM Join US Legal Support US Legal Support is one of the nation's leading providers of litigation support services, helping law firms, corporations, insurance carriers, and government agencies navigate complex legal matters. Through innovative technology, exceptional service, and industry expertise, we deliver solutions that help our clients move cases forward efficiently and confidently. We're looking for a customer-focused professional who enjoys solving problems, building relationships, and delivering exceptional service. If you thrive in a fast-paced environment and take pride in helping clients find solutions, we'd love to hear from you. About the Role As a Client Support Analyst, you will serve as a primary point of contact for clients and sales partners, providing support via phone, email, and company systems to ensure timely and accurate resolution of inquiries. This role requires a strong service mindset, attention to detail, and the ability to manage multiple priorities while maintaining a high level of professionalism. You'll become a subject matter expert on U.S. Legal Support's services and client portal, helping clients navigate requests, troubleshoot issues, and maximize the value of our solutions.

Key Responsibilities

Client Support & Relationship Management

• Serve as a primary point of contact for client and sales partner inquiries.
• Investigate, research, and resolve issues in a timely and professional manner.
• Provide exceptional customer service while building and maintaining positive client relationships.
• Communicate effectively through phone, email, and company platforms.
• Ensure client concerns are addressed promptly and driven through resolution.

Client Account & Portal Support

• Set up new client accounts within the company portal.
• Guide and train clients on portal functionality and available features.
• Assist clients with account-related questions and technical issues.
• Promote adoption and effective use of self-service tools and resources.
• Support onboarding efforts for new clients.

Operational & Case Support

• Complete front-end processing for settled cases.
• Perform transcript and video status checks and communicate updates as needed.
• Handle inquiries regarding pricing and quotes for completed jobs.
• Maintain accurate documentation of client interactions and service requests.
• Ensure all requests are processed accurately and in accordance with company policies.

Collaboration & Process Improvement

• Partner with internal departments to quickly resolve issues and fulfill client requests.
• Collaborate across teams to deliver a seamless client experience.
• Identify workflow improvement opportunities that increase efficiency and service quality.
• Meet or exceed established service level agreements (SLAs) and performance expectations.
• Assist with special projects and additional duties as assigned.

What You'll Bring

• Strong attention to detail and active listening skills.
• Excellent verbal and written communication abilities.
• Strong problem-solving and critical-thinking capabilities.
• Professional, positive, and client-focused demeanor.
• Ability to manage multiple priorities in a fast-paced environment.
• Exceptional organizational and time-management skills.
• Dependability, accountability, and a strong work ethic.
• Flexibility and adaptability when handling changing priorities.
• Commitment to delivering outstanding customer experiences.

Qualifications

Required

• High School Diploma or equivalent.
• 3+ years of customer service, client support, account management, or client solutions experience.
• Professional phone and email etiquette.
• Strong communication and interpersonal skills.
• Ability to multitask while maintaining accuracy and professionalism.
• Proficiency with Microsoft Office Suite and web-based applications.

Preferred

• Associate degree or higher.
• Prior experience in legal services, litigation support, or a professional services environment.
• Administrative, operational support, or office experience.
• Experience working with CRM, ticketing, or client management systems.

Why Join US Legal Support?

• Competitive compensation package
• Medical, Dental, and Vision Insurance
• 401(k) with Company Match
• Paid Time Off and Company Holidays
• Paid Parental Leave
• Company-Paid Life Insurance
• Short-Term and Long-Term Disability Coverage
• Employee Assistance Program (EAP)
• Flexible Spending Accounts (FSA)
• Professional Development and Growth Opportunities
• Collaborative and Supportive Team Environment

Our Culture At US Legal Support, our people are our greatest asset. We foster a culture built on collaboration, accountability, innovation, and exceptional client service. We value employees who take ownership of their work, support one another, and consistently strive to deliver outstanding experiences for our clients. As a Client Support Analyst, you'll play a direct role in helping clients navigate our services while contributing to the success of a growing organization. Physical Demands The physical demands described here are representative of those required to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform these functions.

• Prolonged periods of sitting and working on a computer.
• Frequent use of hands and fingers for typing and data entry.
• Ability to communicate effectively by phone, email, and virtual platforms.
• Ability to review detailed information while maintaining a high level of accuracy.

Work Environment This position operates in a professional office environment and routinely uses computers, telephones, and other office technology to support daily operations and client communications. Travel Requirements No regular travel is required for this position. Additional Information This job description is not intended to be an exhaustive list of duties, responsibilities, or qualifications associated with the position. Management reserves the right to modify, add, or remove duties as business needs change. Equal Employment Opportunity US Legal Support is an Equal Opportunity Employer and is committed to creating an inclusive workplace for all employees and applicants. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law. Work Authorization Candidates must be legally authorized to work in the United States. US Legal Support participates in E-Verify where required by law.