Customer Support Specialist (CSI: SOP)

Company: InfoTrack US
Location: Petaluma
Posted on: November 18, 2021

Job Description:

InfoTrack is committed to hiring the best talent anywhere in the United States. Unless the job requires presence in an office, new and existing employees can choose to work entirely from home or all or part of the time from an office (in NYC, Chicago, Denver, or the Bay Area). We interview and onboard virtually.

About The Role

This special Customer Support role requires a unique combination of customer service skills and service of process knowledge. The specialist is a customer advocate and facilitator in a time-sensitive product line. We are recreating our customer support model with this team, and this position will be one of the pioneers in making it a reality. Graceful under pressure? Want to have new challenges every day? Looking for an opportunity to use your verbal and written communication skills to achieve resolution? This role will require all of that and more as we elevate our customer experience. The Customer Support Specialist (CSI: SOP) reports to the Director of Customer Support.

This is a full-time, hourly position. Salary for this role is hourly market rate.

About InfoTrack

InfoTrack is a platform that seamlessly connects law firms to the courts and to the services that they need to litigate successfully. Were 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. Thats why were passionate about fostering a high-performance culture built on professional development, open communication, and transparent leadership. If youre smart, dedicated, and eager to help build a market-leading solution that makes a difference in the lives of our clients, join us.

Responsibilities

• Assist customers in resolving issues on the phone, over email and chat, that directly relate to our Service of Process product offerings
• Maintain accurate, detailed, and concise customer contact records
• Develop keen escalation and de-escalation sense
• Become an exemplar of "closing the loop" (responding) with every customer
• Increase your understanding of process serving in California and on the needs of our customer base
  
  Requirements
  
  • You are passionate about technology and for helping others to understand and use it.
  • Communication specialist. You need to be able to write professionally and be articulate and confident on the phone.
  • 2+ years of customer support (Phone, E-Mail, and Chat) experience, which may include internships (previous experience in providing customer service & technical support for a software company is a plus).
  • Knowledge of Service of Process fundamentals and requirements in the state of California. You understand what is necessary to successfully complete a serve and then file proof of service with the courts.
  • Computer savvy-at our heart, we are a software-based company. You should ideally be comfortable using Microsoft Office products, Dialpad, and Slack.
  • Prior experience using a CRM, such as Salesforce or Zendesk, is a plus.
  • Our customers are primarily law firms and legal professionals, so prior familiarity with the legal services industry would be an advantage.
  • Ability to work between the hours of 8am to 5pm, Pacific Time
  • Must reside in the United States
    
    Benefits
    
    Whether you choose to work in an office or remotely, we strive to ensure that you have the resources and training that you need to successfully collaborate and succeed. At InfoTrack, we're committed to a workplace where everyone feels comfortable to do their best work and, yes, have fun!
    
    We offer
    
    • Flexibility. Work from home, an office, or a mixture of the two-wherever youre happiest and able to do your best work.
    • Excellent health, dental, and vision plans, 401k match, 20 days of paid time off, plus more competitive benefits.
    • Work with a knowledgeable, high-achieving, experienced, and fun team.
    • Be part of a culture obsessive about learning, development, and career growth.
    • Learn more about life at InfoTrack on our website.
      
      InfoTrack was certified as a Great Place to Work--. Find out what our employees are saying
      
      Additional Information
      
      Because we firmly believe that a diversity of experience and perspectives brings strength to our company we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Any information that you share with us will be kept confidential and is subject to our privacy policy.

Keywords: InfoTrack US, Petaluma , Customer Support Specialist (CSI: SOP), Other , Petaluma, California