About Smokeball

Who we are

Smokeball helps law firms bill more without their clients paying more. Intriguing, right? We were founded by technology leaders with more than 20 years of experience in delivering impactful legal technology products. Our leadership continually strives to develop a company, culture, and team that share a profound love for the law and is compelled to help small law firms find success. Our mission isn’t simple, but it is straightforward: help small law firms be successful businesses so that they can better serve our communities.

What makes us special? 

1. Culture is sacred. As a 'Best Places to Work' winner four years in a row, we believe company culture is the single most important ingredient to our success. At the end of the day, it is all about our people.
2. The best product in Legal Tech. We think deeply about the challenges small law firms face. We do not bother with simply delivering a “faster horse,” we drive innovations that truly enhance the lives and businesses of our clients. Check out our ratings on G2, Capterra, and Google.
3. Industry Opportunity. The Legal Tech industry is estimated to be worth around $15bn and is growing every year. Smokeball is growing right along with it, and we like to take our people with us.

Our working model 

At Smokeball, we believe there is nothing more powerful than a community of people coming together to work on a product that they, and our clients, love. When it comes to working as a community, we see the value in both coming together and allowing our “Smokeballers” the flexibility that remote work offers. 

All Chicago employees are in the office on Wednesdays and Thursdays. While our office is open 5 days a week, we allow you to choose what works best for you on Monday, Tuesday and Friday. 

Our office is in the heart of the Loop within 10 minutes of the Metra and all “EL” trains. And, we have lots (and lots) of snacks.

The Role

We are seeking a client-oriented problem-solver who’s excited to learn a new product and become an integral member of Smokeball. This Software Support Specialist will act as the first line of software support for our valued Smokeball clients by communicating with them regularly, troubleshooting their software problems, and approaching all client needs with a sense of urgency. 

This is a hybrid role with our office being in Chicago, IL.  

A Typical Day Involves

• Communicating with clients via the phone, email and chat 
• Diagnosing and resolving routine and complex technical and product functionality issues 
• Testing and reproducing client issues to determine the cause of the problem 
• Accurately and proactively creating, maintaining, and resolving tickets through ZenDesk 
• Identifying and communicating relevant information for advanced issues to next levels for resolution 
• Contributing to team goals by improving response times and answer rates, resolutions times, as well as client satisfaction ratings 
• Creating workaround procedures when standard procedures have failed ensuring issues are resolved in a timely manner 
• Ensuring that all client records are accurate while always maintaining client confidentiality 

What You Bring

• 1-2 years of direct experience providing software support to clients  
• Ability to communicate technical information to non-technical users  
• Ability to diagnose and remotely resolve software system malfunctions and operational problems  
• Ability to think critically and quickly learn new software  <