Customer Support Helpdesk Specialist
About The Position
InfoTrack is a platform that seamlessly connects law firms to the courts and to the services that they need to litigate successfully. We're global leaders in legal technology with unparalleled expertise in forging integrations that can drastically improve the efficiency of law firms and the legal system. As a highly ambitious company, we know that our people are critical to our success. That's why we're passionate about fostering a high-performance culture built on professional development, open communication, and transparent leadership. If you're smart, dedicated, and eager to help build a market-leading solution that makes a difference in the lives of our clients, join us. In your role as a Customer Support Helpdesk Specialist, you are committed to delivering exceptional customer experiences and ensuring our clients maximize the value of our software. As we continue to grow, you are dedicated to being the first point of contact, and the friendly voice answering questions about our products and services, and providing world-class customer support, troubleshooting, and technical support. This is a remote role, based in Pacific Time.
Requirements
- You’re passionate about technology and for helping others to understand and use it.
- Excellent communication skills
- Strong interpersonal communication skills
- Computer savvy—we sell software, so you need to be someone who can quickly learn how to use new technology and new websites and explain how they work to others. You should be comfortable using
- Microsoft Office products, like Word and PowerPoint
- 2+ years of customer support (Phone, E-Mail and Chat) experience, which may include internships (previous experience in providing customer service & technical support for a software company is preferred)
- Prior experience using a CRM, such as Salesforce or Zendesk, is preferred
Nice To Haves
- Knowledge of legal services industry, preferred
Responsibilities
- Develop a comprehensive understanding of our legal tech solutions, staying up to date with new features and updates, and sharing this knowledge with clients to optimize their experience.
- Gain knowledge about our clients, who are primarily law firms and legal professionals, and obtain a deep understanding of their unique needs.
- Understand and learn how to use our client success tools, including Salesforce, Dialpad, and our own services to track and update client orders.
- Handle and resolve customer concerns and issues promptly, ensuring a high level of customer satisfaction and retention.
- Provide top-notch technical support to clients, including troubleshooting software issues, answering inquiries, and guiding them through the effective use of our products.
- Track cases through to resolution. Escalate cases to other departments or technical leads as required.
- Maintain accurate and detailed records of client interactions and support requests.
- Act as the voice of the customer by collecting feedback, suggestions, and pain points to help improve our products and services continually.
- Participate in regular performance and development meetings with your direct manager. Track and be responsive to your KPI’s, which will include average handling time, contacts per day, and customer satisfaction scores.
- Assist with any, and all task to ensure customer satisfaction.
- Contribute to the success of the team and the company.
- Able to work collaboratively and cross-functionally with different departments.
Benefits
- 401(k) Match
- Medical, Dental, & Vision Insurance
- Employer-funded Short/Long-Term Disability, Life, and Accidental Death & Dismemberment (AD&D) Insurance
- 20 Days of Paid Time Off (PTO)
- 11 Paid Holidays
- “Be Me Time” off for mental health, re-charging, volunteering
- Matching Gift Program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
101-250 employees
