Software Customer Support Specialist

To apply to this position, please send a well-written email and resume to opportunities@rocketmatter.com.

Do you like to solve problems and work with smart people? Do you enjoy working with computers, iPhones, tablets, and Droids? Are you an adaptive personality who enjoys the challenge of figuring something out for yourself? Then you need to consider joining Rocket Matter.

We are looking for a Software Customer Support Specialist to become a fundamental member of our team.

Rocket Matter makes cloud-based software used by thousands of law firms around the country and internationally. We are dynamic, innovative and dedicated to providing our partners with an easy-to-use and powerful platform to run their law firms. We are a bona fide dogs-in-the-office ping-pong-playing slice of Silicon Valley right here in South Florida.

ABOUT THE ROLE

You must enjoy working on a team and possess strong communication and interpersonal skills. You’re going to be solving technical problems, so you’re going to need to be patient, come across as sympathetic on the phone, and love technology. Our software changes a lot so you need to be able to learn things quickly.

Your primary responsibility is to resolve customer problems related to using our software. Often times it’s a training role, requiring you to help people use our application for the first time. You will be in direct contact with our Level 2 engineers to understand what the problem is and how to reproduce it. You’re a great problem solver and enjoy helping people, providing satisfactory and timely resolutions for our customers.

You will need to build your expertise with our system, understanding the Rocket Matter product inside and out.

We are very interested in individuals who have a track record of finding creative solutions to unique problems, and who will thrive in challenging situations while providing high quality technical support for our valued customers.

We are looking for a diverse group of people for this role: people starting their careers, people who have been working for a while, or those who are looking for a way to jump back into the job force. Pay is commensurate with experience and education level.

RESPONSIBILITIES

  • Help customers solve problems when the call or email customer support
  • Resolve issues escalated by support
  • Maintain a pleasant demeanor on the phone and with colleagues
  • Understand the Rocket Matter application inside and out and become proficient in its features
  • Proactively work with colleagues to make sure that difficult issues are solved in a timely manner
  • Communicate estimated times of completion and keep Support updated about your progress
  • Use remote conferencing tools like GoToMeeting to conduct training webinars
  • Help produce technical documentation and videos for Rocket Matter knowledge base.

REQUIREMENTS

  • Demonstrate a high degree of technical competence in the use and support of software in general.
  • Work closely with current and future sales and product team members
  • Understand Excel, Word, and the Web with above average proficiency.
  • Highly motivated and professional
  • Excellent communication skills, both verbal and written
  • Ability to speak professionally and build relationships with attorneys and other legal professionals
  • 100% reliable, resilient self-starter
  • Ability to work in a very fast paced office
  • Excellent phone and presentation skills

BENEFITS

  • Paid Time Off
  • Base Salary + Bonuses
  • Medical & Dental Insurance
  • IRA with company contributions
  • Unlimited M&M’s
  • Invigorating and fun Culture
  • Ping Pong and Game Tournaments
  • Casual Dress
  • Committed to work/life balance
  • Dogs in the office

The Company is an Equal Employment Opportunity employer and values the strength that diversity brings to the workplace.

To apply to this position, please send a well-written email and resume to opportunities@rocketmatter.com.