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.  Responsibilities could include:

• Diagnosing and resolving routine and complex technical and product functionality issues
• Testing and reproducing client issues to determine the cause of the problem
• Accurately and proactively creating, maintaining, and resolving tickets through ZenDesk
• Identifying and communicating relevant information for Tier 2 and 3 issues to next levels for resolution
• 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
• Ensuring that all client records are accurate while maintaining client confidentiality at all times

Who You Are:

At Smokeball, we believe that creating and fostering a great culture is just as important as providing a great product. We don’t have Core Values for show, we live and breathe them every day.

• Caring is not optional
• Make it happen
• Deliver legendary service
• Innovate for the client, not the press release
• Be frank
• Keep listening, keep learning

These values inform every strategic decision we make and guide our behavior with every person we meet. When we’re bringing new team members into the SB Family, we look for compassion, drive, keen judgement, varied perspectives, and no egos.

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
• Proficient in Windows troubleshooting and Zendesk ticketing system a plus
• Flexibility to work different shifts

The Benefits:

• Culture: 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
• Benefits: Flexible working arrangements, 401(k) match, monthly wellness stipend, generous parental leave
• Massages: Free monthly massages provided by a licensed massage therapist (in non-COVID times)
• Kitchens: Stocked with breakfast items, snacks, and beverages
• Fun Events: Virtual game nights, in-person happy hours, family-friendly events, and so much more.
• Office Games: Ping-pong, billiards, pinball, board games, video games, etc.
• Transit: We’re located in the heart of downtown Chicago, in walking distance from all major modes of transportation.

Diversity, Equity, & Inclusion at Smokeball:

At Smokeball, we believe that “caring is not optional.” We respect everyone, no matter who they are, what they look like, who they love, where they come from, how they identify, what they believe in, what abilities they have, or what they are trying to overcome. Smokeball is committed to utilizing community partnerships, education, events, and hiring to create a diverse, equitable, and inclusive environment for everyone we interact with.

* Smokeball is an equal opportunity employer and committed to providing an open, welcoming environment for everyone.