• Monitor and triage customer support tickets in Pylon (roughly 10–20 per day) • Investigate pending/failed transactions across internal tooling: identify where they’re stuck, why, and what next steps are needed; escalate with clear context when required • Guide customers to the right resources and documentation • Create and maintain runbooks and internal documentation so the team can move faster • Surface patterns and flag recurring issues to help improve customers’ experience with Brale and internal teams’ experience supporting customers.

• Respond to customer support tickets, including answering questions and resolving issues related to existing orders • Manage high-volume phone calls to assist customers with existing orders and assist new customers with how to place new orders online • Respond to emails and address questions and concerns from customers, internal department queries relating to orders or payment on orders and process servers in the field • Document issues in Confluence • Visit court dockets for information on case filing and occasionally pull filed papers • Perform other job-related duties as assigned

Role Description Polsinelli seeks a candidate to fill a Legal Support Specialist – Evening opening that is a remote role, provided the candidate is in a state/jurisdiction wherein we practice. Must live in a city near one of our offices. - Possess strong initiative, demonstrating an ability to quickly resolve document issues - Have strong organizational skills - Be able to work collaboratively in a team setting - Be able to manage multiple projects/tasks at a time - Possess advanced skills in all Microsoft Office applications; expert-level proficiency in Microsoft Excel is a plus! - Must have a minimum of five years of legal support experience (Paralegal, Practice Group Assistant, Legal Administrative Assistant) - Possess advanced document formatting skills in Microsoft Word and other legal technology applications - Demonstrate exceptional attention to detail and accuracy - Show strong initiative and the ability to work independently with minimal supervision - Have excellent time management and organizational skills - Are adaptable and able to effectively manage competing priorities in a fast-paced environment - Exhibit strong customer service skills and a commitment to supporting attorneys and business professionals - Communicate professionally and effectively with all levels of the organization - Thrive in a collaborative team environment while also being self-directed - Excellent written and verbal communication skills; ability to work collaboratively across teams - Proofreading experience preferred - Calm and solution-oriented approach to troubleshooting and problem-solving - Proven ability to take initiative and make sound, independent decisions - Flexible, dependable team player with a positive, proactive mindset This is a remote position with two available shifts: - Shift 1: Monday - Thursday: 12:00 p.m. - 8:45 p.m. CST; Friday: 12:00 p.m. - 8:30 p.m. CST - Shift 2: Monday - Thursday: 2:45 p.m. - 11:30 p.m. CST; Friday: 2:45 p.m. - 11:15 p.m. CST Specific to Shift 2: Litigation experience, including ECF filing experience, is preferred. The budgeted salary range for this position is $60,000 - $70,000. Qualifications - Minimum of five years of legal support experience - Advanced skills in Microsoft Office applications - Exceptional attention to detail and accuracy - Excellent time management and organizational skills - Strong customer service skills - Excellent written and verbal communication skills Requirements - Ability to manage multiple projects/tasks - Ability to work independently with minimal supervision - Adaptability in managing competing priorities - Experience in document formatting and legal technology applications Benefits - Paid time off - Sick time off - Referral program - Medical insurance and benefits - Dental insurance - Vision insurance - Life insurance - AD&D insurance - ID Theft insurance - Long-term disability benefits - Short-term disability benefits - Parking/Transit reimbursement (varies depending on location) - 401(k) benefits - Employee assistance benefits Company Description Polsinelli is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.

Role Description We are seeking exceptional Customer Service Representatives (CSRs) to assist existing and potential customers on a broad range of questions. Customer Support is a telephone team where spoken English is used to communicate with customers. - Educate customers and potential customers on CaptionCall services. - Provide a friendly and supportive customer experience via inbound/outbound calls and emails. - Work with customers to successfully complete over the phone account registrations and Assisted Installs. - Answer questions and assist interested individuals with download of the CaptionCall mobile applications. - Work with account management teams to answer general questions and assist with lead generation. - Support Trainer team with the completion of service calls and in person assisted installs. - Assist with and manage a backlog of phone returns to ensure devices are returned to CaptionCall in a timely manner. - Assist with the review and attachment of necessary Customer verification documentation. - Assist with ad hoc projects and call campaigns in support of the project management team. - Cross train on Centralized Scheduling to support the scheduling of appointments after hours. - Manage and respond to emails submitted to the Customer Support and Marketing mailboxes. - Respond to and manage posts and direct messages that come into social media platforms including Facebook, Youtube, etc. - Respond to customers and trainers reaching out via chatbot. - Work closely with other Customer Care departments to ensure complete case resolution. - Participate in ongoing Customer Service training as provided by Management teams. - Assist with the documentation and escalation of compliments, complaints, and refund requests. - Assist with basic troubleshooting to achieve first call resolution and minimize internal transfers and service calls. - Closely follow all team processes to ensure compliance with company policies. - Agree to and maintain strict consumer confidentiality. - Completion of other duties and projects as assigned. Qualifications - High School Diploma or GED or equivalent work experience. Requirements - Must have a solid comprehension of and ability to use computers in an MS Windows environment. - Successfully interact with multiple computer interfaces and be able to multi-task. - Professional and courteous telephone and electronic communications presence. - Ability to write simple correspondence, and effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. - Knowledge of principles and processes for providing customer and personal services, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. - Good active listening skills, giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. - Must be fluent in spoken English. Benefits - Full time Benefits - Paid Vacation Time and Paid Sick Time and Paid Holidays - 401k 6% match with immediate vesting - Nationwide Medical Insurance plans and coverage (Medical, Dental/Orthodontia, Vision) - TeleDoc - HSA company match - 3 Medical plan options including a Low Deductible PPO Medical Plan Offering - Employee Assistance Program - Engaged Employee Resource Groups - Outstanding Learning and Career Development Opportunities Company Description Our Mission: Harnessing the power of language, we connect diverse people and enrich the human experience. Our Vision: To provide global language services that expand opportunities, nurture belonging, and empower the world to connect beyond words. As one of the world’s leading language services providers, Sorenson combines patented technology with human-centric solutions. We strive to increase accessibility and inclusion through communication solutions for all: call captioning and video relay services, over-video and in-person sign language and spoken language interpreting, translation, real-time captioning, and post-production language services. Sorenson’s impact vision and plan extends to enhancing generational wealth and inclusive workplaces for our employees and the communities we serve. We achieve great things together working “The Sorenson Way” with our employee values: Customer First, Can-Do Attitude, Collective Action, Growth Mindset, Ownership, and Connect Direct. Equal Employment Opportunity: Sorenson Communications is an Equal Opportunity, Affirmative Action Employer.