Customer Support Specialist
InfoTrack US
Job Overview
Location
Remote
Salary
USD 20 - 27 hourly
Employment Type
Full-time
Work Arrangement
Remote
Sector
Information Technology & Software
Experience Level
Junior (1-3 years)
Application Deadline
June 20, 2026
About the Company
InfoTrack is a leading global provider of legal technology, dedicated to seamlessly connecting law firms with courts and essential services for successful litigation.
With unparalleled expertise in forging integrations, InfoTrack significantly enhances the efficiency of law firms and the broader legal system. The company fosters a high-performance culture, emphasizing professional development, open communication, and transparent leadership.
InfoTrack is committed to creating a workplace where employees can thrive, feel comfortable, and enjoy a healthy work-life balance. They offer a comprehensive benefits package designed to support their team members, reflecting their belief that their people are critical to their success.
Job Description
Join InfoTrack US as a Customer Support Specialist and become a vital part of our mission to revolutionize the legal industry through technology. In this remote role, you will be the primary point of contact for our clients, ensuring they receive exceptional service and maximize the value of our innovative legal software.
You will develop a deep understanding of our platform and the unique needs of law firms, providing expert guidance, troubleshooting technical issues, and delivering world-class support. Your commitment to client success will directly contribute to client retention and satisfaction, making you an indispensable member of our growing team.
This is an excellent opportunity to leverage your technical aptitude and passion for helping others in a dynamic and forward-thinking company. If you are a dedicated professional eager to make a significant impact, we encourage you to apply.
To apply for this role, click the Apply button on this page and follow the instructions.
Required Skills
Key Responsibilities
- Develop a comprehensive understanding of InfoTrack's legal tech solutions and effectively communicate features and updates to clients.
- Gain in-depth knowledge of clients, primarily law firms and legal professionals, to understand their specific needs.
- Master and utilize client success tools, including Salesforce and Dialpad, for tracking and updating client orders.
- Handle and resolve customer concerns and issues promptly to ensure high customer satisfaction and retention.
- Provide top-notch technical support, including troubleshooting software issues and guiding clients on product usage.
- Track support cases through to resolution and escalate complex issues to appropriate departments or technical leads.
- Maintain accurate and detailed records of client interactions and support requests.
- Act as the voice of the customer by collecting feedback to drive product and service improvements.
- Participate in performance and development meetings, tracking and responding to KPIs such as average handling time and customer satisfaction scores.
- Collaborate effectively with different departments to ensure seamless customer experiences.
- Contribute to the overall success of the team and the company.
Qualifications
- Passion for technology and assisting others in understanding and using it.
- Excellent communication and strong interpersonal skills.
- Proficiency with computers and the ability to quickly learn and explain new technologies and websites.
- Comfortable using Microsoft Office products, including Word and PowerPoint.
- Minimum of 2 years of customer support experience (phone, email, chat), including internships.
- Previous experience providing customer service and technical support for a software company is preferred.
- Prior experience using a CRM such as Salesforce or Zendesk is preferred.
- Knowledge of the legal services industry is preferred.
Benefits & Perks
- 401(k) Match
- Medical, Dental, & Vision Insurance
- Employer-funded Short/Long-Term Disability, Life, and Accidental Death & Dismemberment (AD&D) Insurance
- 20 Days of Paid Time Off (PTO)
- 11 Paid Holidays
- “Be Me Time” off for mental health, re-charging, volunteering
- Matching Gift Program
How to Apply
To apply for this role, click the Apply button on this page and follow the instructions.
Join Our Communities
The legal tech industry is experiencing significant growth, driven by the demand for efficient digital solutions in law firms. As a Customer Support Specialist, you will be the primary point of contact, ensuring clients achieve maximum value from our innovative legal software. Your role is crucial in providing expert guidance, troubleshooting technical issues, and delivering exceptional service. This position requires a deep understanding of our platform and the unique needs of legal professionals, directly impacting client satisfaction and retention.
Posted Date
June 6, 2026
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