Technical Support Specialist
InfoTrack US, United States

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.

Join our team as a Support Specialist, where you'll be the cornerstone of customer interaction for our ServeManager software. This role is not just about troubleshooting; it's about being a vital conduit between our users and the broader teams, from sales to development. Your deep understanding of ServeManager, combined with your expertise in technical and sales support, will make you an invaluable asset in enhancing our customer experience and driving success across the board.

Responsibilities

• Deliver top-notch support to ServeManager users through phone and email, ensuring a seamless user experience.
• Keep a vigilant eye on urgent customer requests during weekends and evenings, providing timely assistance.
• Engage in technical sales and support, enhancing the sales team's effectiveness and customer satisfaction.
• Facilitate internal training sessions, sharing ServeManager insights with our sales, admin, and marketing teams.
• Conduct new user webinars and lead client onboarding and training sessions to ensure customers are well-versed with our software.
• Customize software features according to client needs, including affidavit and document coding.
• Collaborate closely with the development team to troubleshoot and resolve software issues.
• Document and relay feature requests from users to the development team for consideration.
• Provide solutions for customers' technical issues related to their computing environment.
• Contribute to our knowledge base by writing insightful articles on new features and maintaining the ServeManager Support site.
• Utilize tools like Formstack, Zapier, and the ServeManager API to create order forms and automate processes for customers.
• Oversee customer subscriptions and upgrades, ensuring a smooth billing process.
• Assist in importing customer data and migrating users from legacy software, optimizing their transition to ServeManager.
• Offer workflow recommendations and consulting to help customers maximize their use of ServeManager.

Requirements

• Education amp; Experience: Bring 3+ years of customer support experience and 2+ years of familiarity with HTML, CSS, templating languages, and code editors to the table. Sales and customer service background is essential.
• Knowledge amp; Skills: Your strong communication abilities, patience in high-pressure situations, and knack for juggling multiple tasks simultaneously will be key. A solid understanding of computing environments, technical documentation skills, and proficiency in web-based applications are crucial. You should be highly organized, detail-oriented, and capable of working both independently and as part of a team.

This role is perfect for those who thrive in fast-paced environments and are passionate about delivering exceptional customer service while leveraging their technical skills. If you're ready to contribute to a dynamic team and make a significant impact on our user experience, we'd love to hear from you.

Compensation

The anticipated starting base pay range for this role is listed below. Base salary is not the only component of our competitive total rewards package - you may also be eligible for bonus, commissions, equity, and other benefits as described below. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications.

$60,000 - $75,000

Benefits

What Sets InfoTrack apart
At InfoTrack, we’re committed to a workplace where everyone feels comfortable doing their best work and having fun! We also believe in a work/life balance that fulfills you while you’re here and supports you when you’re not. We built our benefits package to prove that we’re committed to you having everything you need.

Here is what we offer full-time employees:

• 401(k) Match
• Medical, Dental, amp; Vision Insurance- 85% of employee premiums are covered by InfoTrack, and 70% for your family premiums
• Employer-funded Sh

Job Rewards and Benefits