InfoTrack US

InfoTrack US provides a technology platform that integrates with leading case management systems to automate court filing and service tasks for law firms, streamlining workflows and enhancing efficiency in the legal industry.

Internet Software & Services

Information Technology

51-250 (180)

Founded 2000

3 open positions

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Customer Support Specialist

6 days, 19 hours ago

United States

Full-time

Junior

Customer Support

Customer and Technical Support

CRM Salesforce

Apply Now

InfoTrack US

Internet Software & Services

51-250

Founded 2000

View All Jobs 3

Description

Deliver exceptional customer support as the first point of contact for clients.
Provide technical troubleshooting and guide customers in using the company’s software and services.
Develop and maintain a deep understanding of the legal tech solutions, new features, and product updates.
Learn clients’ needs and use client success tools such as Salesforce and Dialpad to track and update orders.
Handle customer concerns promptly to support satisfaction and retention.
Track support cases through resolution and escalate issues to technical leads or other departments when needed.
Maintain accurate records of client interactions, support requests, and case details.
Collect customer feedback, suggestions, and pain points to help improve products and services.
Participate in performance and development meetings with the direct manager.
Work collaboratively and cross-functionally with other teams to support customer satisfaction.

Requirements

2+ years of customer support experience across phone, email, and chat, including internships.
Previous experience providing customer service and technical support for a software company is preferred.
Prior experience using a CRM such as Salesforce or Zendesk is preferred.
Excellent communication skills and strong interpersonal communication skills.
Comfort using Microsoft Office products such as Word and PowerPoint.
Computer savvy with the ability to quickly learn new technology and websites.
Knowledge of the legal services industry is preferred.
Ability to work remotely in Pacific Time.
Ability to monitor and respond to KPI targets such as average handling time, contacts per day, and customer satisfaction scores.

Benefits

$20.00–$27.00 per hour starting base pay.
Eligibility for bonus and commissions as part of the total rewards package.
401(k) match.
Medical, dental, and vision insurance.
Employer-funded short- and long-term disability, life, and AD&D insurance.
20 days of paid time off plus 11 paid holidays.
Be Me Time for mental health, recharging, and volunteering.
Matching gift program.

Interested in this position?

Apply directly on the company website

Apply Now

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