Customer Solutions Specialist
About The Position
InOutsource is seeking a Customer Solutions Specialist to join Hivemind, its customer solutions and support team. Hivemind provides ongoing service, technical support, and strategic guidance for the solutions InOutsource implements and supports. The specialist works directly with customers to provide day-to-day application support, troubleshoot issues, and assist with forms, workflow configuration, and system administration. The role also answers product-related questions and handles support requests accurately, urgently, and professionally. The specialist contributes to documentation, knowledge sharing, process improvement, and customer enablement, helping customers get the most value from their solutions. In collaboration with internal technical and consulting teams, the role supports a high-quality customer experience and long-term customer success. It suits someone who enjoys problem-solving, building customer relationships, and supporting application use and workflow optimization.
Requirements
- Bachelor’s degree in computer science or a technology-related field.
- Experience developing SQL queries.
- Excellent written and verbal communication skills.
- Customer-focused attitude and ability to remain calm under pressure.
- Strong problem-solving skills and adaptability to evolving technologies.
- Self-starter who can work under minimal supervision.
Nice To Haves
- Certification or experience with the Dell Boomi integration platform.
- Knowledge of Intapp, iCompli, FileTrail, and Microsoft Power BI solutions, including implementation and configuration.
- Knowledge of Intapp Integration Builder (also known as Integrate).
- Basic understanding of relational database design principles.
- Knowledge of SQL Server Integration Services (SSIS) or SQL Server Reporting Services.
- Familiarity with Zendesk.
- Familiarity and experience working in a law firm.
Responsibilities
- Provide first-level technical assistance for Intapp, iCompli, FileTrail, and Microsoft Power BI or similar applications, responding to client inquiries and troubleshooting issues.
- Apply knowledge of InOutsource’s professional services to resolve client queries.
- Collaborate with developers, solution engineers, and implementation specialists to resolve complex issues and improve client satisfaction.
- Diagnose technical problems and provide timely, clear, and effective solutions.
- Communicate proactively and professionally, providing regular updates on issue resolution.
- Accurately log client interactions, issues, and resolutions, and maintain and update the Support Knowledge Base.
- Stay current with updates and features of Intapp, FileTrail, iCompli, and Microsoft Power BI.
- Contribute to documentation, knowledge sharing, process improvement, and customer enablement activities.
