Support Specialist

About InfoTrack

InfoTrack is a platform that seamlessly connects law firms to the courts and to the services that they need to litigate successfully. We're global leaders in legal technology with unparalleled expertise in forging integrations that can drastically improve the efficiency of law firms and the legal system.

As a highly ambitious company, we know that our people are critical to our success. That's why we're passionate about fostering a high-performance culture built on professional development, open communication, and transparent leadership. If you're smart, dedicated, and eager to help build a market-leading solution that makes a difference in the lives of our clients, join us.

About the role

As a Support Specialist, you will play a pivotal role as the first point of contact for our ServeManager software, directly impacting customer satisfaction and success. In this dynamic role, you will collaborate closely with our sales and development teams, acting as a crucial link to ensure seamless user experiences and operational efficiency. Your deep understanding of ServeManager, combined with your expertise in technical and sales support, will be key to driving both customer success and overall business growth.

Responsibilities

• Provide support to ServeManager users via phone and email
• Monitor and respond to urgent requests during weekends and evenings
• Offer technical sales support and assist with internal training
• Lead webinars, client onboarding, and training sessions
• Customize software, including affidavit and document coding
• Collaborate with the development team on issue resolution and feature requests
• Troubleshoot customer computing environment issues
• Write articles for new features and maintain the Support site knowledge base
• Build custom order forms and create automations using Zapier and the ServeManager API
• Manage customer subscriptions, upgrades, data imports, and migrations
• Provide workflow recommendations and consulting
• Perform additional duties as needed

Requirements

• 3+ years in support and customer service
• 2+ years with HTML, CSS, templating languages, and code editors
• Sales experience
• Strong communication and phone skills
• Ability to remain calm under pressure and prioritize tasks
• Proficiency in technical documentation and computer skills
• Knowledge of leading operating systems, browsers, and office software
• Organized, detail-oriented, and thorough
• Advanced knowledge of computing environments and 3rd-party web-based applications
• Ability to work independently and collaboratively

Compensation

The anticipated starting base pay range for this role is listed below. Base salary is not the only component of our competitive total rewards package - you may also be eligible for bonus, commissions, equity, and other benefits as described below. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications.

Base Pay

$30.00 per hour

Benefits

What Sets InfoTrack apart

At InfoTrack, we’re committed to a workplace where everyone feels comfortable doing their best work and having fun! We also believe in a work/life balance that fulfills you while you’re here and supports you when you’re not. We built our benefits package to prove that we’re committed to you having everything you need.

Here is what we offer full-time employees:

• 401(k) Match
• Medical, Dental, & Vision Insurance- 85% of employee premiums are covered by InfoTrack, and 70% for your family premiums
• Employer-funded Short/Long-Term Disability, Life, and Accidental Death & Dismemberment (AD&D) Insurance
• 20 Days of Paid Time Off (PTO)
• 11 Paid Holidays
• “Be Me Time” off for mental health, re-charging, volunteering
• Matching Gift Program
• Monthly Internet Stipend for Remote Employees

Our Commitment

We believe that the key to our success is you. Your unique background, life experience, knowledge, self-expression, and talent make you uniquely you. Who you are, what you have experienced, and how you think inspires us to be innovative and bold.

InfoTrack is an equal opportunity employer. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. We welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, ancestry, sex, gender identity and expression, national origin, citizenship, marital status, age, languages spoken, veteran status, color, religion, disability, sexual orientation, and beliefs.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.