Software Support Specialist

Who we are
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?

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 onG2,Capterra, andGoogle.
3. 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 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.
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 developers
• 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 maintaining client confidentiality at all times
• Additional client focused tasks as needed
• Schedule for this role is 8:30 - 5 PM CST with the potential of some shifts being 10:30 - 7 PM

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
Manager
Jeff:Hi, I'm Jeff! I have been with Smokeball for 6 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.
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, 13 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!
• 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).
• 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 Smokeball, we look for compassion, drive, keen judgement, varied perspectives, and no egos.
More, more, more!
Why do we do what we do? Where did the name 'Smokeball' come from? How do we give back? Learn morehere.
* Smokeball is an equal opportunity employer and committed to providing an open, welcoming environment for everyone.