Software Support Specialist

Location: Wilmington, DE  [Hybrid]
Category: Technology
Employment Type: Direct Hire
Job ID: 11847
Date Added: 01/25/2023

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Software Support Specialist

This front-line support role will focus on identifying, troubleshooting, and resolving client issues using a collaborative approach.  This position will interact directly with clients and is charged with providing courteous and timely support to our end-user community. 

Principal Duties & Responsibilities:

  • Provide phone and ticket support for incoming queries and issues related to software for legal case management and electronic billing
  • Identify, prioritize, resolve, document and communicate technical and operational issues
  • Estimate problem resolution times through detailed collaboration with other team members
  • Interact with clients and law firms, over the phone or via email, to provide support, prioritize appropriately and ensure resolutions
  • Comfortably engage with clients and  firms in a highly professional and helpful manner
  • Maintain high levels of client satisfaction through successful and timely resolution of technical and operational issues
  • Provide regular status updates and reports to supervisor
  • Work on special projects and other duties as assigned by management

Qualifications & Skills:


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.

Education and Experience:  Any combination of education, experience, and training which provides the following knowledge, skills, and abilities:

  • 1-2 years related experience
  • Client Services experience preferred
  • Strong analytical, organizational, written, and verbal communication skills
  • Quick learner with the ability to effectively multi-task in occasionally stressful situations
  • Ability to work with autonomy and take direction as needed
  • Highly motivated with a willingness to take initiative and complete assignments

Preferred Skills:

  • Proficient in Microsoft Office
  • Good time management skills
  • Fluent in English
  • Fluency in a second language, other than English, is preferred but not required