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 role will be based in either Pacific Time or Mountain 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 client’s, 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.
Requirements
- 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
- Passionate about technology and for helping others to understand and use it.
- Excellent 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
- 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.
$37,000 - $60,000 base pay
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