If you’re the kind of person who can talk someone off the ledge when their software won’t cooperate, this role is for you. You’ll be the first point of contact for law firms, combining customer care with real troubleshooting so clients get answers, not runaround.
About InfoTrack
InfoTrack connects law firms to courts and the services they need to litigate successfully. They’re global leaders in legal tech, known for deep court integrations that improve efficiency for both law firms and the legal system.
Schedule
• Fully remote (U.S.)
• Role based in Pacific, Mountain, or Central Time
• Hours not listed (KPI-driven environment with daily volume expectations)
What You’ll Do
• Become a product expert on InfoTrack’s legal tech solutions, staying current on new features and updates
• Support law firm clients by phone, email, and chat with world-class customer service and technical troubleshooting
• Use client success tools like Salesforce and Dialpad to track cases, update client orders, and document interactions
• Own cases end-to-end, escalating to technical leads or other teams when needed
• Maintain accurate, detailed case notes and support records
• Collect customer feedback and pain points and share it internally to improve products and service
• Track and respond to KPIs like average handling time, contacts per day, and customer satisfaction scores
• Collaborate cross-functionally and jump in on tasks needed to keep customers happy and successful
What You Need
• 2+ years customer support experience (phone, email, and chat) including internships
• Comfort providing customer service and technical support for software (preferred)
• CRM experience (Salesforce or Zendesk preferred)
• Strong communication and people skills, with a friendly, steady approach
• Tech confidence: able to learn new tools/sites fast and explain them clearly
• Microsoft Office familiarity (Word, PowerPoint)
• Legal services industry knowledge is a plus
Benefits
• Pay: $20.00 to $27.00 per hour
• 401(k) match
• Medical, dental, and vision insurance
• Employer-funded short and long-term disability, life, and AD&D insurance
• 20 days PTO
• 11 paid holidays
• “Be Me Time” for mental health, recharging, or volunteering
• Matching gift program
If you want a remote support role where the work actually matters and you’re helping people solve real problems, this is a solid move.
Be the calm. Be the solution. Be the reason they stay.
Happy Hunting,
~Two Chicks…