Software Support Specialist

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.  

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 in Chicago, IL. In office days are Wednesday and Thursday.

• Communicating with clients via the phone and email
• 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
• Identifying and communicating relevant information for advanced issues to next levels for resolution
• Contributing to team goals by improving response times, 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

• 1-2 years of direct experience providing software support to clients 

• Ability to communicate technical information to non-technical users 
• Confidence speaking on the phone

• Ability to diagnose and remotely resolve software system malfunctions and operational problems 

• Ability to think critically and quickly to learn new software  

• Excellent written and verbal communication skills 
• Work collaboratively with team members and other departments

• Capable of managing multiple tasks and projects effectively 

• Proficient in Windows troubleshooting
• Knowledge of Zendesk and Intercom a plus

• Flexibility to work different shifts 

💵 Competitive Salary

💹 Work-Life Balance: 20 vacation days, 3 reboot days, birthday off, volunteer time, and more!

🧘 Benefits: Excellent medical, dental, vision coverage. 401(k) match, & monthly wellness stipend

👪 Parental leave

🥡 Office lunch and loads of snacks

🧢 And of course...the SWAG!

Want to Know More?

Why do we do what we do? Where did the name ‘Smokeball’ come from? What are our values? Learn more here!

*Smokeball values diversity & inclusion and is proud to be an Equal Employment Opportunity employer. Smokeball considers all individuals seeking employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic.

If you’re excited about this role, we encourage you to apply even if your experience doesn’t check every box.