Client Software Support Specialist at Smokeball

| Chicago
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Who We Are:

Named a Best Workplace by both Crain's and Inc. Magazine, Smokeball was founded by technology leaders with more than 20 years of experience in delivering impactful legal technology products. Our leadership continually strives to develop a company, culture, and team that share a profound love for the law and are compelled to help small law firms find success. Our mission isn’t simple, but it is straightforward: help small law firms be successful businesses so that they can better serve our communities.

What We Need:

We are seeking a client-oriented problem-solver who’s excited to learn a new product and become an integral member of the Smokeball family. This Software Support Specialist will act as the first line of software support for our valued Smokeball clients by communicating with them regularly, troubleshooting their software problems, and approaching all client needs with a sense of urgency.  Over the course of a week, your responsibilities could include:

  • Accurately and proactively creating, maintaining, and resolving tickets through ZenDesk
  • Ensuring that all client records are accurate while maintaining client confidentiality at all times 
  • Testing and reproducing client issues to determine the cause of the problem
  • Identifying and communicating relevant information for Tier 2 and 3 issues to next levels for resolution
  • Diagnosing and resolving routine and complex technical and product functionality issues
  • Contributing to team goals by improving response and resolutions times, as well as client satisfaction ratings
  • Creating workaround procedures when standard procedures have failed ensuring issues are resolved in a timely manner

Who You Are:

Company culture is the single most important ingredient to our success at Smokeball.  Our core values hang on our walls, are listed in our handbook, and are discussed regularly.  Our office thrives on positive feedback from our clients and team members alike and we really, really love small love firms.  As a member of the team, it is expected that you will care for your colleagues and our clients from day one and that you will work hard to identify areas we can improve in both aspects.  We expect open communication, an open mind, and mad ping-pong skills (okay, not a requirement but definitely a plus).

What You Bring:

  • 1 -2 years of direct experience providing software support to clients
  • Ability to communicate technical information to non-technical users
  • Ability to diagnose and remotely resolve software system malfunctions and operational problems
  • Ability to think critically and quickly learn new software 
  • Excellent written and verbal communication skills
  • Capable of managing multiple tasks and projects effectively

The Benefits:

  • Culture: Crain's Best Workplaces 2019 and Inc. Magazine’s Best Workplaces 2018
  • Work-Life Balance: 20 vacation days, 6 sick days, 10 paid holidays, birthday off, volunteer time
  • Benefits: 401(k) match, gym reimbursement, generous parental leave, WFH opportunities, etc.
  • Massages: Free monthly massages provided by a licensed massage therapist
  • Kitchens: Stocked with breakfast items, snacks, and beverages
  • Happy Hours: Both in the office and at fun bars in the area
  • Games: Ping-pong, billiards, pop-a-shot, board games, video games, etc.
  • Transit: We’re located in downtown Chicago


*Smokeball is an equal opportunity employer

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Technology we use

  • Engineering
  • Sales & Marketing
    • C#Languages
    • SqlLanguages
    • DocuSignCRM
    • SalesforceCRM
    • Salesforce PardotCRM


We're in the heart of downtown Chicago right at Adams & Wells. Whether you're commuting on the Metra, CTA, or the JFK, we're easy to find!

What are Smokeball Perks + Benefits

Smokeball Benefits Overview

• Great Culture: Named Crain’s 2021, 2020, & 2019 Best Workplaces, Inc. Magazine’s 2018 Best Workplaces

• Work-Life Balance: 20 vacation days, 6 sick days, 10 paid holidays, birthday off, volunteer time, and more!

• Career Growth: Smokeball believes in investing in our own people and promoting from within. Our own President started at Smokeball as an Account Manager!

• Flexible Working: We trust our people to get their jobs done. Work remotely full-time? In the office full-time? A hybrid of both? Your choice!

• Benefits: Excellent medical coverage, 401(k) match, monthly wellness stipend, generous parental leave

• Transparency: We keep employees in the loop through monthly global huddles and local standups where we discuss company goals, updates, new hire introductions, etc.

• The Office: The kitchen is stocked with breakfast items, snacks, and beverages, and we have plenty of games to help you relax (ping-pong, billiards, pinball, board games, video games).  We also offer free monthly massages provided by a licensed massage therapist!

• Fun Events: In-person happy hours, virtual game nights, family-friendly events, and so much more

• Convenient Transit: We’re located in the heart of downtown Chicago, in walking distance from all major modes of transportation

Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
15-20 vacation days per year with a rollover of up to 10 days per year
Paid Volunteer Time
1 paid day off to spend volunteering at your favorite organization, or volunteering with Smokeball during one of the company volunteering events
Paid Holidays
6 company holidays per year, plus 4 floating holidays that employees can use however they'd like
Paid Sick Days
6 sick days per year with a rollover of up to 30 days per year
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

Investing in our employees is of the utmost importance to us. We are constantly striving to improve on our offerings and always ask for feedback from our employees.

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