[Remote] Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. InfoTrack US is a global leader in legal technology, dedicated to improving the efficiency of law firms. As a Customer Support Specialist, you will deliver exceptional customer experiences, assist clients with technical support, and help them maximize the value of the software solutions offered by the company.

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

Skills

• 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
• Knowledge of legal services industry, preferred
• 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

Benefits

• Bonus
• Commissions
• 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

Company Overview