Teams at Smokeball

Provides first-line software support to legal technology clients through phone and email. Diagnoses, reproduces, and resolves technical and product functionality issues; manages support tickets; escalates advanced problems; creates workarounds; and maintains accurate, confidential client records. The role also supports team service goals, including response times, resolution times, answer rates, and client satisfaction.

Provides global IT support for hardware, software, network, Microsoft 365, device, application, and meeting-room issues. Responsibilities include troubleshooting, user account and permissions management, device configuration, onboarding, software deployment, asset inventory, basic network administration, end-user training, documentation, incident prioritization, and escalation. The role is hybrid in Chicago and supports colleagues worldwide in collaboration with the global IT team.

Lead complex onboarding and implementation engagements for strategic law firm clients, from discovery and process optimization through software configuration, training, rollout, and adoption. Analyze workflows, design tailored solutions, manage project timelines and stakeholders, coordinate cross-functional teams, and guide change management. Continuously improve onboarding frameworks to increase efficiency, scalability, and measurable client outcomes.