Are you tech savvy with a passion for delivering excellent customer service? Do you thrive in a fast-pace environment where every call is a new opportunity? Then we would love to hear from you! Join us and be part of the team dedicated to supporting our clients at Smokeball.
About Smokeball
With offices in the UK, Australia and the US, Smokeball is the leading provider of legal practice management software helping small and mid-size legal practices run their best firm and live their best life. We’re passionate about what we do, and our clients know it!
Not to brag, but we’ve been awarded in the top 6 by Wrk+ and “Great Places to Work” for 3 years running. Culture plays a big part in our success, and our clear purpose and vision motivates us daily.
About the role
Our Client Experience team interact with our clients on a daily basis via live phone calls and email where they ensure that our clients get the most out of Smokeball. They provide technical support and customer service to all our clients who need our help, partnering with other team members to ensure we provide the “Legendary Service” that we are known for in the legal tech industry.
We are a dynamic and fast-paced environment on a growth trajectory aiming to build a world class UK team that is supported globally.
Key Responsibilities
💻 Providing front line technical support via telephone, email and live remote sessions to small - medium law firms
🎫 Servicing tickets from end-to-end, following all processes and escalating as required with sufficient information
📑 Owning internal and external communication relating to open tickets
🤝Confidently engaging, collaborating and communicating with other business stakeholders
🔊 Capturing customer pain points and advocating for clients by surfacing customer insights, product issues and enhancements to improve the Client Experience
Key Strengths
💻 Technically Savvy - Experience in a support or help desk environment supporting SaaS solutions
🎙 Communication – Communicate clearly to convey information effectively to our clients and assist in troubleshooting
🎇 Client Obsessed - Passionate for delivering exceptional customer service
What's in it for you?
💵 Competitive Salary
💰 Regular bonuses
🧘 Well-being allowance
👪 Paid Parental Leave
🥡 Office lunches and loads of snacks
🧢 And of course...the SWAG!
* Smokeball is an equal opportunity employer and is committed to providing an open, welcoming environment for everyone. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.
Don’t meet all the criteria? No worries! If our values resonate with your personal values and you think you got what it takes, we’d love to hear from you!