Customer Support Specialist

About InfoTrack
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.
About the role
As a Customer Support Helpdesk Specialist at InfoTrack, 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 and the hours are from 9:00am – 6:00pm Pacific Time
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 KPIs, which will include average handling time, contacts per day, and customer satisfaction scores.
Assist with any and all tasks to ensure customer satisfaction.
Contribute to the success of the team and the company.
Able to work collaboratively and cross-functionally with different departments
2+ years of customer support (Phone, E-Mail and Chat) experience
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
Proficient in and passionate about technology and helping others to understand and use it
Excellent communication skills
Strong troubleshooting skills
Detail-oriented to ensure accuracy when diagnosing issues, providing instructions and documenting interactions
Knowledge of legal services industry preferred
Must be located in Pacific Time
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.
$19.31 – $27.00 per hour
What Sets InfoTrack apart
At InfoTrack, were 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 youre here and supports you when youre not. We built our benefits package to prove that were committed to you having everything you need.
Here is what we offer full-time employees:
401(k) Match
Medical, Dental, & Vision Insurance- 85% of employee premiums are covered by InfoTrack, and 70% for your family premiums
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
Monthly Internet Stipend for Remote Employees
Our Commitment
We believe that the key to our success is you. Your unique background, life experience, knowledge, self-expression, and talent make you uniquely you. Who you are, what you have experienced, and how you think inspires us to be innovative and bold.
InfoTrack is an equal opportunity employer. We hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our company stronger. We welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, ancestry, sex, gender identity and expression, national origin, citizenship, marital status, age, languages spoken, veteran status, color, religion, disability, sexual orientation, and beliefs.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.