Software Support Specialist

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 is powering people-law. Our legal practice management software lightens the administrative burden, so legal professionals have more time for the people who need them most.
With offices across Australia, the US, and the UK, we're united by a clear purpose – and that purpose has shaped a culture worth being part of. This year, Wrk+ recognised us as one of USA’s Best Places to Work, and we've been certified a "Great Place to Work" again.

What makes us special?

1. Culture is sacred. As a 'Best Places to Work' winner four years in a row, we believe company culture is the single most important ingredient to our success. At the end of the day, it is all about our people.

2. Thebest productin Legal Tech. We think deeply about the challenges small law firms face. We do not bother with simply delivering a “faster horse,” we drive innovations that truly enhance the lives and businesses of our clients.Check out our ratings on G2 , Capterra , and Google .

3. Industry Opportunity. The Legal Tech industry is estimated to be worth around $15bn and is growing every year. Smokeball is growing right along with it, and we like to take our people with us.

At Smokeball, we believe there is nothing more powerful than a community of people coming together to work on a product that they, and our clients, love. When it comes to working as a community, we see the value in both coming together and allowing our “Smokeballers” the flexibility that remote work offers.

All Chicago employees are in the office on Wednesdays and Thursdays . While our office is open 5 days a week, we allow you to choose what works best for you on Monday, Tuesday and Friday.

Our office is in the heart of the Loop within 10 minutes of the Metra and all “EL” trains. And, we have lots (and lots) of snacks.

The Role

We are seeking a client-oriented problem-solver who’s excited to learn a new product and become an integral member of Smokeball. This Software Support Specialist will act as the first line of software support for our valued Smokeball clients by communicating with them regularly, troubleshooting their software problems, and approaching all client needs with a sense of urgency.

This is a hybrid role with our office in Chicago, IL.In office days are Wednesday and Thursday.

A Typical Day Involves

• Communicating with clients via the phone and email
• Diagnosing and resolving routine and complex technical and product functionality issues
• Testing and reproducing client issues to determine the cause of the problem
• Accurately and proactively creating, maintaining, and resolving tickets
• Identifying and communicating relevant information for advanced issues to next levels for resolution
• Contributing to team goals by improving response times, answer rates, resolutions times, as well as client satisfaction ratings
• Creating workaround procedures when standard procedures have failed ensuring issues are resolved in a timely manner
• Ensuring that all client records are accurate while always maintaining client confidentiality

What You Bring

• 1-2 years of direct experience providing software support to clients
• Ability to communicate technical information to non-technical users
• Confidence speaking on the phone
• Ability to diagnose and remotely resolve software system malfunctions and operational problems
• Ability to think critically and quickly to learn new software
• Excellent written and verbal communication skills
• Work collaboratively with team members and other departments
• Capable of managing multiple tasks and projects effectively
• Knowledge of Zendesk and Intercom a plus

Work-Life Balance: 20 vacation days, 7 sick days, 3 reboot days, 10 paid holidays, birthday off, volunteer time, and more!

Career Growth: Smokeball believes in investing in our own people and promoting from within. Our own President started at Smokeball as an Account Manager!

Benefits: Excellent medical coverage, 401(k) match, monthly wellness stipend, generous parental leave

Transparency: We keep employees in the loop through monthly global huddles and local standups where we discuss company goals, updates, new hire introductions, etc.

The Office: The kitchen is stocked with breakfast items, snacks, and beverages, and we have plenty of games to help you relax (ping-pong, billiards, pinball, board games, video games). We also offer free monthly massages provided by a licensed massage therapist!

Fun Events: In-person happy hours, virtual game nights, family-friendly events, and so much more

Convenient Transit: We’relocatedin the heart of downtown Chicago, in walking distance from all major modes oftransportation

The Values We Live By

Creating and fostering a great culture is just as important as providing a great product. At Smokeball, we don’t have Core Values for show, we live and breathe them every day.

Caring is notoptional

Make ithappen

Innovate for the client, not the pressrelease

These values inform every strategic decision we make and guide our behavior with every person we meet. When we are bringing new team members into the Smokeball Family, we look for compassion, drive, keen judgement, varied perspectives, and no egos.

Compensation Band:

What's in it for you?

Work-Life Balance: 20 vacation days, 3 reboot days, birthday off, volunteer time, and more!

Benefits: Excellent medical, dental, vision coverage. 401(k) match, & monthly wellness stipend

Office lunch and loads of snacks

And of course...the SWAG!

Want to Know More?

Why do we do what we do? Where did the name ‘Smokeball’ come from? What are our values? Learn more here !

Smokeball values diversity & inclusion and is proud to be an Equal Employment Opportunity employer. Smokeball considers all individuals seeking employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic.