Customer Support Specialist Application

About the Company

Infodash is one of the fastest growing technology companies in the legal industry, focused on serving the top law firms in the country with best-in-class technology and services. Our industry knowledge, aptitude and most importantly, our hustle, has given Infodash prestigious recognition, including Vendor Thought Leader of the Year Finalist as well as being recognized for Exceptional Customer Service in the legal community.  

Infodash has served as the legal industry leader in providing law firms with cutting-edge intranet, extranet, and point solutions that enable their organizations to maximize connectivity, collaboration, and productivity. Infodash has been deployed to many of the nation’s top law firms with great success.

As Infodash continues to gain momentum in the legal market, our need for standout talent in the sales function continues to grow as well. We are looking to hire a professional that aligns with Infodash’s core values:

• Think like an entrepreneur.
• Simplify and go.
• Continually improve yourself.
• Follow through on commitments.
• Be a good teammate.
• Deliver 5-star service.

Job Summary

This role will report directly to the Chief Technical Officer at Infodash, providing an incredible opportunity for the right individual to work independently while learning from our CTO. Infodash is looking for a highly organized and detail-oriented problem solver with a passion for delivering exceptional customer service to join our fast-growing team. Do you excel at managing customer support requests, identifying solutions, and keeping everything on track to ensure timely resolution? Do you have both technical knowledge and strong communication skills you can apply to confidently triage issues, implement configurations, and work closely with developers when needed? Will you take ownership of customer satisfaction and understand the critical role support plays in building trust and long-term relationships? If you answered yes to these questions, we’d love to hear from you!

Responsibilities

• Customer Support Management: Serve as the first point of contact for all customer support requests, providing clear and timely responses to inquiries.
• Issue Triage: Assess and categorize incoming support requests, distinguishing between configuration issues, bugs, and enhancement requests.
• Configuration Support: Resolve configuration-related issues directly, leveraging knowledge of Infodash, SharePoint, Microsoft Teams, our internal Knowledge Base and related tools.
• Bug Escalation: Work with customers to gather detailed information for bug reports, ensuring developers have the context and data they need to address issues efficiently.
• Follow-Up and Communication: Proactively follow up on open issues, keeping customers informed of progress and ensuring nothing falls through the cracks.
• Documentation: Maintain accurate records of support interactions and resolutions in a centralized system for easy reference and reporting.
• Customer Advocacy: Act as the voice of the customer, providing feedback to internal teams to enhance the Infodash platform and overall customer experience.

Qualifications

• Bachelor’s degree in Information Technology, Business, or a related field (or equivalent experience).
• 3-5 years of experience in a customer support role, preferably in a SaaS or technology environment.
• Strong understanding of Microsoft SharePoint, Teams, and related Microsoft 365 tools.
• Excellent written and verbal communication skills, with the ability to build strong relationships with clients and internal teams and explain technical concepts to non-technical users.
• Proven ability to triage issues effectively, prioritize tasks, and follow up to ensure timely resolution.
• Technical aptitude for diagnosing and resolving configuration issues.
• Familiarity with basic troubleshooting techniques and bug-reporting best practices.
• Outstanding organizational skills, attention to detail, and the ability to manage multiple requests simultaneously.
• A customer-first mindset, with a focus on delivering a positive experience at every touchpoint.
• Familiarity with ticketing systems (Jira is a plus).
• Ability to work independently and as part of a team in a fast-paced environment.
• Knowledge of the legal industry and its technological landscape is a plus.

This is full-time remote position. You can work from anywhere with flexible hours but must be available to support North American clients and colleagues in multiple time zones.