Software Support Specialist

Smokeball • Chicago, IL

2d • Hybrid

About The Position

Smokeball is seeking a client-oriented problem-solver to learn its product and support its clients. The Software Support Specialist is the first line of software support, communicating regularly with clients, troubleshooting software problems, and responding to client needs with urgency. This is a hybrid role based in Smokeball’s Chicago, Illinois office, with in-office days on Wednesday and Thursday.

The role involves assisting clients by phone and email, diagnosing and resolving technical and product-functionality issues, reproducing problems, and maintaining accurate support tickets and client records. The specialist also escalates advanced issues with relevant information, develops workarounds when standard procedures do not resolve a problem, and contributes to team goals for response times, answer rates, resolution times, and client satisfaction. Client confidentiality must be maintained.

Smokeball describes a culture that emphasizes client service, learning, collaboration, transparency, and career development. The position offers a base salary of $60,000–$72,000 and benefits including medical, dental, and vision coverage, a 401(k) match, a wellness stipend, and parental leave. The company also describes paid time off, office amenities, social events, and convenient downtown Chicago transit access.

Requirements

• 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 learn new software quickly.
• Excellent written and verbal communication skills.
• Ability to work collaboratively with team members and other departments.
• Ability to manage multiple tasks and projects effectively.
• Proficiency in Windows troubleshooting.
• Flexibility to work different shifts.

Nice To Haves

• Knowledge of Zendesk and Intercom.

Responsibilities

• Communicate with clients by phone and email.
• Diagnose and resolve routine and complex technical and product-functionality issues.
• Test and reproduce client issues to determine their cause.
• Create, maintain, and resolve support tickets accurately and proactively.
• Identify and communicate relevant information about advanced issues to the next support level for resolution.
• Contribute to team goals for response times, answer rates, resolution times, and client satisfaction ratings.
• Create workaround procedures when standard procedures fail, ensuring issues are resolved in a timely manner.
• Maintain accurate client records and protect client confidentiality.

Benefits

• 20 vacation days, 7 sick days, 3 reboot days, 10 paid holidays, birthday off, and volunteer time.
• Medical, dental, and vision coverage.
• 401(k) match.
• Monthly wellness stipend.
• Generous parental leave.
• Office kitchen stocked with breakfast items, snacks, and beverages.
• Games and recreation in the office, including ping-pong, billiards, pinball, board games, and video games.
• Free monthly massages provided by a licensed massage therapist.
• In-person happy hours, virtual game nights, and family-friendly events.
• Office lunch and snacks.
• Company swag.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed