Customer Support Helpdesk Specialist

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, Mountain, or Central 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 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.

Knowledge and 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
• Knowledge of legal services industry, preferred

Education and Experience:

• 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
• Certifications, not applicable

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, & 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.