Smart, passionate people come in different packages.

It’s why we believe in “Making It Like You Like It.” That doesn’t mean we’re structure free, but we don’t stifle great results with traditional ideas or processes when they don’t work. We provide the tools, support, and flexibility needed to produce successful careers, healthy team collaboration, and the eDiscovery market’s leading software and technologies.

We seek to add an Application Support Specialist to our team.

ABOUT THE JOB

This role focuses on providing assistance to customers that span a wide variety of topics including answering questions, providing product usage assistance, basic training topics, investigating customer technical issues, and assisting in applying solutions to technical problems.

Your Responsibilities​

• Assess, manage, and respond to customer inquiries regarding product workflow, "How do I..." questions, product training, and usage across all product lines

• Triage help desk tickets and perform software diagnostics via screen share

• Reproduce customer issues locally

• Answer incoming calls on the support line

• Document ticket handling best practices, investigation procedures, and product delivery processes

• Create KB articles to encourage higher department efficiency

• Work with product development to understand product updates and how customers will interact with those updates

• Assist in onboarding new and pilot customers

• Deliver product updates to customers

• Assist customers with installations and software spot checks

Please note that adjustments to responsibilities may occur during the finalization of any job offer and success criteria for the role will be set and monitored by the hiring manager.

Your Qualifications

• Bachelor’s degree in a relevant technical field and/or 2-3 years in technical software support or a software application support role

• Outstanding communication and presentation skills with an emphasis on being able to remain helpful and positive during stressful or technically complex situations

• Demonstrated problem-solving skills

• Experience diagnosing and investigating technical issues

• A passion for software, software development, solving technical problems, and providing a great customer experience

Things to Remember

• This is a full-time position.

• You must be able to legally work in the U.S.

• While we consider candidates from around the world, we cannot provide relocation assistance.

BENEFITS

• Medical, dental, and vision coverage​ 

• Employer-paid supplemental life insurance

• 401Kplan

• Transit benefits deducted from paychecks, pre-tax

• Ability to earn additional PTO based on years of service

• Competitive salaries with merit-based raises​

• Short- and long-term disability​

• Referral bonuses for great hire recommendations

• 15 paid days off and 10+ paid holidays

• Unlimited sick time as needed

   

PERKS

• Casual work environment

• Powerful workstations

• Free coffee, beverages, breakfast foods, and snacks

• Sponsored activities /clubs and discounted gym membership

• Quarterly events and outings

• Flexible work schedules

• Free lunch prepared daily by an on site chef

• Sponsored classes and certifications

• Weekly in-house happy hours (with rotating drafts)

• Easy access to multiple means of public transportation