Client Software Support Specialist

Company: Smokeball, Inc.
Location: Chicago
Posted on: May 3, 2025

Job Description:

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 is 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?

• 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.
• The best product in 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 on G2, Capterra, and Google.
• Industry Opportunity. 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.At Smokeball, we believe there is nothing more powerful than a community of people coming together to work on a product that they, and our clients, love. When it comes to working as a community, we see the value in both coming together and allowing our "Smokeballers" the flexibility that remote work offers.All Chicago employees are in the office on Wednesdays and Thursdays. While our office is open 5 days a week, we allow you to choose what works best for you on Monday, Tuesday, and Friday.Our office is in the heart of the Loop within 10 minutes of the Metra and all "EL" trains. And, we have lots (and lots) of snacks.The RoleWe 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.This is a hybrid role with our office being in Chicago, IL.A Typical Day Involves
  • Communicating with clients via the phone, email, and chat
  • Diagnosing and resolving routine and complex technical and product functionality issues
  • Testing and reproducing client issues to determine the cause of the problem
  • Accurately and proactively creating, maintaining, and resolving tickets through ZenDesk
  • Identifying and communicating relevant information for advanced issues to next levels for resolution
  • Contributing to team goals by improving response times and answer rates, 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 always maintaining client confidentialityWhat 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
    • Excellent written and verbal communication skills
    • Work collaboratively with team members and other departments
    • Capable of managing multiple tasks and projects effectively
    • Proficient in Windows troubleshooting and Zendesk ticketing system a plus
    • Flexibility to work different shiftsLife at Smokeball
      • Great Culture: Named 2024's 10th Best Place to Work in the Technology Industry nationwide!
      • Work-Life Balance: 20 vacation days, 7 sick days, 3 reboot 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). We also offer free monthly massages provided by a licensed massage therapist!
      • 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 transportationThe Values We Live ByCreating 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
        • Keep listening, keep learningThese values inform every strategic decision we make and guide our behavior with every person we meet. When we are bringing new team members into the Smokeball Family, 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 more here. Frequently cited statistics show that women and underrepresented groups apply to jobs only if they meet 100% of the qualifications. No one ever meets 100% of the qualifications! We encourage anyone who is interested to apply based on the responsibilities and requirements outlined. You may be the culture add that we are seeking! We look forward to your application. Smokeball is an equal opportunity employer and committed to providing an open, welcoming environment for everyone.The pay range for this role is: $60,000 - 70,000
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Keywords: Smokeball, Inc., Waukesha , Client Software Support Specialist, IT / Software / Systems , Chicago, Wisconsin