Software Support Specialist

Smokeball is powering people-law. Our legal practice management software lightens the administrative burden, so legal professionals have more time for the people who need them most.
With offices across Australia, the US, and the UK, we're united by a clear purpose – and that purpose has shaped a culture worth being part of. This year, Wrk+ recognised us as one of USA’s Best Places to Work, and we've been certified a "Great Place to Work" again.

1. 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.

2. Thebest productin 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 .

3. Industry Opportunity. 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.

At Smokeball, we believe there is nothing more powerful than a community of people coming together to work on a product that they, and our clients, love. When it comes to working as a community, we see the value in both coming together and allowing our “Smokeballers” the flexibility that remote work offers.

All Chicago employees are in the office on Wednesdays and Thursdays . While our office is open 5 days a week, we allow you to choose what works best for you on Monday, Tuesday and Friday.

Our office is in the heart of the Loop within 10 minutes of the Metra and all “EL” trains. And, we have lots (and lots) of snacks.

We are seeking a client-oriented problem-solver who’s excited to learn a new product and become an integral member of Smokeball. 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.

This is a hybrid role with our office in Chicago,  office days are Wednesday and Thursday.

• Communicating with clients via the phone and email
• Diagnosing and resolving routine and complex technical and product functionality issues
• Testing and reproducing client issues to determine the cause of the problem
• Accurately and proactively creating, maintaining, and resolving tickets
• Identifying and communicating relevant information for advanced issues to next levels for resolution
• Contributing to team goals by improving response times, answer rates, 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

• 1-2 years of direct experience providing software support to clients
• Ability to communicate technical information to non-technical users
• Confidence speaking on the phone
• Ability to diagnose and remotely resolve software system malfunctions and operational problems
• Ability to think critically and quickly to learn new software
• Excellent written and verbal communication skills
• Work collaboratively with team members and other departments
• Capable of managing multiple tasks and projects effectively
• Knowledge of Zendesk and Intercom a plus

Work-Life Balance: 20 vacation days, 7 sick days, 3 reboot days, 10 paid holidays, birthday off, volunteer time, and more!

Career Growth: Smokeball believes in investing in our own people and promoting from…