Help law firms actually understand and use the tech they rely on every day. As a Customer Support Helpdesk Specialist with InfoTrack, you are the first line of contact for legal professionals who need a sharp, patient problem solver on the other end of the line.
About InfoTrack
InfoTrack is a legal technology platform that connects law firms to courts and essential litigation services, streamlining how legal professionals file, serve, and manage cases. They are global leaders in legal tech, known for deep integrations that save firms time and reduce friction in the legal system. The culture is ambitious, transparent, and focused on professional growth.
Schedule
- Fully remote role within Pacific, Mountain, or Central time zones
- Full time, Monday through Friday
- Standard business hours with consistent, metrics driven workload
- Collaborates daily with support, product, and operations teams in a virtual environment
What You’ll Do
- Serve as the first point of contact for law firms and legal professionals via phone, email, and chat
- Build a strong working knowledge of InfoTrack’s legal tech tools and stay current on new features and updates
- Troubleshoot software and technical issues, walking customers through solutions in clear, simple language
- Use Salesforce, Dialpad, and internal systems to track, update, and resolve client orders and support tickets
- Own support cases from first contact through resolution, escalating to other teams when needed
- Maintain accurate notes and records of all client interactions and requests
- Act as the voice of the customer by surfacing pain points, trends, and product feedback
- Monitor and respond to performance metrics such as average handling time, contacts per day, and customer satisfaction
- Pitch in on additional tasks and projects that improve the overall customer experience
What You Need
- At least 2 years of customer support experience (phone, email, and chat), ideally with a software or tech company
- Prior experience using a CRM platform such as Salesforce or Zendesk
- Strong communication skills, both written and verbal
- Comfort with technology and the ability to quickly learn new software and web based tools
- Solid basic skills with Microsoft Office tools such as Word and PowerPoint
- A helpful, patient approach to explaining technical concepts to non technical users
- Strong organizational skills and the ability to manage multiple tickets and priorities at once
- Experience with or interest in the legal services industry is a plus
Benefits
- Hourly pay range: 20.00 to 27.00 dollars, depending on experience and skills
- 401(k) with company match
- Medical, Dental, and Vision insurance
- Employer funded Short and Long Term Disability, Life, and AD&D insurance
- 20 days of Paid Time Off (PTO)
- 11 paid holidays
- “Be Me Time” for mental health, recharging, or volunteering
- Matching Gift Program
- Inclusive, supportive culture that values diverse backgrounds and perspectives
Roles like this tend to fill fast, especially fully remote ones supporting a stable, growing tech company, so do not sit on it.
If you enjoy being the calm, smart voice that helps people get unstuck and actually love learning new software, this is your lane.
Happy Hunting,
~Two Chicks…