Job description

We are looking for a Software Support Representative to join our fast-paced, growing and supportive team. Rocket Matter is a team that creates online tools to streamline business practices and simplify the daily work life of thousands of law firms across North America. We offer a healthy work-life balance while maintaining an energetic, creative atmosphere.

The primary objective is to deliver high quality customer service while providing expert, thorough, and timely technical support for ProfitSolv software.

What we provide:

• Opportunity to Invest in Your Future. We offer a 401K match.
• Paid Time Off. Enjoy paid time off and paid holidays.
• Great Coverage. Take advantage of health, dental, and vision HSA and FSA policies.
• A Great Team. Collaborate with smart, curious, hardworking individuals.
• Performance Compensation. Be rewarded for your hard work with performance-based merits.
• Casual Environment. Be comfortable in our casual dress environment.
• Career Development. Extensive product training and opportunities for growth.

As a Software Support Representative, you will:

• Provide technical customer service to clients, consultants, and third parties by answering calls, researching support situations with curiosity and patience, and following up until situation is resolved
• Communicate with and provide support to other teams as necessary
• Maintain accurate, thorough call records in the support tracking system and elevated situation database
• Work directly with the Director of Technology, Support Specialists, and other departments to determine cause and resolution of support issues
• Review new/updated documentation and participate in ongoing product and technical training
• Handle complex calls to troubleshoot software-related issues
• Complete other duties and project work as assigned

This position follows established policies and procedures to keep confidential information secure.

A great fit for this position has:

• Demonstrated ability to learn and apply technical knowledge/concepts to continuously evolving SaaS products
• Excellent troubleshooting and creative problem-solving skills
• The ability to communicate technical information clearly to technical and nontechnical audience (verbally and in writing)
• Self-motivation with good time and project management abilities
• The ability to read and understand written technical documentation
• Independent thinking skills, uses good judgment, and is resourceful
• Professional and team-oriented with a positive attitude and excellent listening skills
• Flexibility to stay past the end of the business day to finish calls as needed
• Experience working at a law firm
• Typing accuracy, at least 30 wpm

Additional desirable qualifications:

• Post high school education in computer or accounting field, or equivalent experience
• Strong knowledge of ProfitSolv software, policies, and procedures
• Experience with bookkeeping, accounting, and/or legal services
• 1+ years’ of experience as a Software Support or Help Desk Representative
• Experience with Platinum Software, legal billing software, issue-tracking and project management software, CRM software, Microsoft Office, and web-based applications and technologies
• Strong writing/proofreading skills

Please visit our webpageto learn more about Rocket Matter!

Job Type: Full-time

Pay: $40,000.00 - $48,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Boca Raton, FL 33487: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 1 year (Required)

Work Location: In person

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