Software Support Specialist Details

Software Support Specialist

Smokeball - Chicago, IL

Employment Type : Full-Time

*Who we are
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Smokeball helps law firms bill more without their clients paying more. Intriguing, right? We were founded by technology leaders with more than 20 years of experience in delivering impactful legal technology products. Our leadership continually strives to develop a company, culture, and team that share a profound love for the law and are compelled to help small law firms find success. Our mission isn’t simple, but it is straightforward: help small law firms be successful businesses so that they can better serve our communities.
What makes us special?

• Culture is sacred. As a 'Best Places to Work' winner four years in a row, we believe company culture is the single most important ingredient to our success. At the end of the day, it is all about our people.

• The best product in Legal Tech. We think deeply about the challenges small law firms face. We do not bother with simply delivering a “faster horse,” we drive innovations that truly enhance the lives and businesses of our clients. Check out our ratings on G2, Capterra, and Google.

• Growth. The Legal Tech industry is estimated to be worth around $15bn and is growing every year. Smokeball is growing right along with it, and we like to take our people with us.

*What we need
*

We are seeking a client-oriented problem-solver who’s excited to learn a new product and become an integral member of the Smokeball family. This Software Support Specialist will act as the first line of software support for our valued Smokeball clients by communicating with them regularly, troubleshooting their software problems, and approaching all client needs with a sense of urgency. Responsibilities could include:

A day in the life:

• Diagnosing and resolving routine and complex technical and product functionality issues
• Testing and reproducing client issues to determine the cause of the problem
• Communicating with clients on the phone, through email and chat
• Accurately and proactively creating, maintaining, and resolving tickets through ZenDesk
• Identifying and communicating relevant information for Tier 2 and 3 issues to next levels for resolution
• Contributing to team goals by improving response and resolutions times, as well as client satisfaction ratings
• Creating workaround procedures when standard procedures have failed ensuring issues are resolved in a timely manner
• Ensuring that all client records are accurate while always maintaining client confidentiality

What you bring

• 1 -2 years of direct experience providing software support to clients
• Ability to communicate technical information to non-technical users
• Ability to diagnose and remotely resolve software system malfunctions and operational problems
• Ability to think critically and quickly learn new software
• Comfortable communicating on the phone
• Excellent written and verbal communication skills
• Capable of managing multiple tasks and projects effectively
• Proficient in Windows troubleshooting and Zendesk ticketing system a plus
• Flexibility to work different shifts
• Ability to work from anywhere

Your future team

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Manager*

Jeff: Hi, I’m Jeff! I have been with Smokeball for 4 years. Smokeball is a great product that is innovating the legal tech space. I have the ability to impact the product because feedback is taken seriously. We are all pulling in the same direction. The team is supportive and willing to find the right solution. Outside of work, I love playing with my two kids. I can also be found rooting for Cleveland sports teams, which hasn’t gone right very often.

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Teammates*

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Grant: * Hi, I’m Grant! I have you been at Smokeball for 2.5 years. What I like about working at Smokeball are the people, company culture, and the product. Outside of work I enjoy playing my guitar and working on new music. I am also a chauffeur for my kids.

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David: * Hi, I’m David! I've been working for Smokeball since June 2021. What I enjoy the most about working at Smokeball are our company's people and culture. Our staff is committed and motivated to going beyond expectations in learning new things about our product, our clients, our business overall, and to helping each other there within. Before the pandemic I enjoyed traveling to new cities and going to concerts. These days I enjoy simpler hobbies like cooking, reading, and listening to music.

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Life at Smokeball*

• Great Culture: Named Crain’s 2021, 2020, & 2019 Best Workplaces, Inc. Magazine’s 2018 Best Workplaces
• Work-Life Balance: 20 vacation days, 6 sick days, 10 paid holidays, birthday off, volunteer time, and more!
• Career Growth: Smokeball believes in investing in our own people and promoting from within. Our own President started at Smokeball as an Account Manager!
• Flexible Working: We trust our people to get their jobs done. Work remotely full-time? In the office full-time? A hybrid of both? Your choice!
• Benefits: Excellent medical coverage, 401(k) match, monthly wellness stipend, generous parental leave
• Transparency: We keep employees in the loop through monthly global huddles and local standups where we discuss company goals, updates, new hire introductions, etc.

• The Office: The kitchen is stocked with breakfast items, snacks, and beverages, and we have plenty of games to help you relax (ping-pong, billiards, pinball, board games, video games). We also offer free monthly massages provided by a licensed massage therapist!
• Fun Events: In-person happy hours, virtual game nights, family-friendly events, and so much more
• Convenient Transit: We’re located in the heart of downtown Chicago, in walking distance from all major modes of transportation

The values we live by

Creating and fostering a great culture is just as important as providing a great product. At Smokeball, we don’t have Core Values for show, we live and breathe them every day.

• Caring is not optional
• Make it happen

• Deliver legendary service
• Innovate for the client, not the press release
• Be frank
• Keep listening, keep learning

These values inform every strategic decision we make and guide our behavior with every person we meet. When we are bringing new team members into the Smokeball Family, we look for compassion, drive, keen judgement, varied perspectives, and no egos.

What DEI means to us

At Smokeball, we believe that “caring is not optional.” We respect everyone, no matter who they are, what they look like, who they love, where they come from, how they identify, what they believe in, what abilities they have, or what they are trying to overcome. Smokeball is committed to utilizing community partnerships, education, events, and hiring to create a diverse, equitable, and inclusive environment for everyone we interact with.

Learn more about our DEI program here.

More, more, more!

Why do we do what we do? Where did the name ‘Smokeball’ come from? How do we give back? Learn more here.

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Frequently cited statistics show that women and underrepresented groups apply to jobs only if they meet 100% of the qualifications. No one ever meets 100% of the qualifications! We encourage anyone who is interested to apply based on the responsibilities and requirements outlined. You may be the culture add that we are seeking! We look forward to your application.

• Smokeball is an equal opportunity employer and committed to providing an open, welcoming environment for everyone.

Job Type: Full-time

Work Location: Multiple Locations