Hybrid Software Support Specialist – Client-Focused

Smokeball, Inc.; Chicago (IL); Hybride; USD 55 000 - 75 000; Plein temps

Avantages offerts par ce poste

20 vacation days

7 sick days

3 reboot days

Birthday off

Volunteer time

Free monthly massages

Wellness stipend

401(k) match

Résumé du poste

Smokeball, a leading legal tech company, seeks a Software Support Specialist for a hybrid role in Chicago, IL. You will be the first line of contact for Smokeball clients, diagnosing and resolving software issues and guiding users to effective solutions.

Adept communicators who can explain complex concepts to non-technical users, you will work with Zendesk and Intercom and collaborate with product and engineering teams for rapid resolutions and client satisfaction.

Qualifications

• Experience providing software support to clients.
• Ability to explain technical concepts to non-technical users.
• Comfort speaking on the phone and via email.
• Strong diagnostic and remote-resolution skills.
• Fast learner with critical thinking.

Responsabilités

• Communicating with clients via phone and email.
• Diagnosing and resolving routine and complex technical issues.
• Testing and reproducing client issues to identify causes.
• Creating and managing support tickets accurately.
• Escalating advanced issues with clear context.
• Improving response times and client satisfaction.
• Developing workaround procedures when standard steps fail.
• Maintaining accurate client records with confidentiality.

Connaissances

Verbal communication

Written communication

Phone communication

Problem diagnosis

Multi-tasking

Team collaboration

Learning new software

Remote troubleshooting

Outils

Zendesk

Intercom

Description du poste

Smokeball, a leading legal tech company, seeks a Software Support Specialist for a hybrid role in Chicago, IL. You will be the first line of contact for Smokeball clients, diagnosing and resolving software issues and guiding users to effective solutions.

Adept communicators who can explain complex concepts to non-technical users, you will work with Zendesk and Intercom and collaborate with product and engineering teams for rapid resolutions and client satisfaction.