Customer Support Specialist

About the Role

The customer support team at InfoTrack US is committed to providing world-class service, and as a Customer Support Specialist, you will be an integral part of this mission. You will work closely with the sales and marketing teams to ensure that customers are satisfied and that their needs are being met. Your expertise and knowledge of the legal tech industry will be invaluable in helping customers navigate the complexities of the legal system.

InfoTrack US is dedicated to fostering a high-performance culture that values open communication, transparency, and professional development. As a member of the team, you will have access to training and development opportunities, as well as regular performance and development meetings with your direct manager.

What You Will Do

• Develop a comprehensive understanding of InfoTrack's legal tech solutions and stay up-to-date with new features and updates
• Gain knowledge about clients, including law firms and legal professionals, and obtain a deep understanding of their unique needs
• Utilize client success tools, including Salesforce, Dialpad, and InfoTrack's 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 and answering inquiries
• Track cases through to resolution and escalate 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 products and services
• Participate in regular performance and development meetings with your direct manager
• Track and be responsive to your KPIs, including average handling time, contacts per day, and customer satisfaction scores
• Assist with tasks to ensure customer satisfaction and contribute to the success of the team and the company

What We Are Looking For

• 2+ years of customer support experience, preferably in the legal tech industry
• Excellent communication and interpersonal skills
• Strong technical skills, including knowledge of Salesforce and Excel
• Experience with CRM software, preferably Salesforce or Zendesk
• Ability to learn new technology and software quickly
• Strong problem-solving and analytical skills
• Ability to work collaboratively and cross-functionally with different departments
• Passion for helping others and delivering exceptional customer experiences
• Strong attention to detail and organizational skills

Nice to Have

• Knowledge of the legal services industry, including law firms and legal professionals
• Experience with Dialpad or other customer support software
• Certification in customer support or a related field
• Experience working in a remote environment

Benefits and Perks

• Competitive hourly rate
• Opportunity to work with a global leader in legal technology
• Access to training and development opportunities
• Regular performance and development meetings with your direct manager
• Collaborative and dynamic work environment
• Flexible working hours and remote work options
• Access to the latest technology and software
• Opportunities for career growth and advancement

• Make sure to highlight your technical skills, including knowledge of Salesforce and Excel, in your application and during the interview process.
• Showcase your excellent communication and interpersonal skills by providing examples of times when you had to resolve customer complaints or issues.
• Be prepared to talk about your experience working in a fast-paced environment and how you handle stress and pressure.
• Emphasize your passion for helping others and delivering exceptional customer experiences.
• Research the company and the legal tech industry to demonstrate your knowledge and interest in the field.
• Be prepared to ask questions during the interview, such as what a typical day looks like or what opportunities there are for professional development and growth.