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Customer Support Specialist

2 months, 2 weeks ago
United States
Full-time
Junior
Customer Support
Customer and Technical Support
CRM Salesforce
Apply Now
InfoTrack US

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
51-250
Founded 2000
View All Jobs 2

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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