Customer Solutions Integration Specialist

About InOutsource

InOutsource is a recognized industry leader in information governance and new business intake consulting for large law firms. We partner with clients to deliver technical implementation services, modernize business processes, and support the successful adoption of key technologies across the legal sector. Our team members are innovative, passionate, and collaborative, and we are growing!

Position Overview

Hivemind is InOutsource's dedicated customer solutions and support team, focused on ensuring customers receive exceptional ongoing service, technical support, and strategic guidance across the solutions we implement and support. The team serves as the bridge between our customers and our consulting, product, and technical teams, helping customers resolve challenges, optimize their environments, and maximize the value of their technology investments.

InOutsource is seeking a Customer Solutions Integration Specialist to join the Hivemind team. In this role, you will serve as a technical resource supporting and enhancing customer environments built on Intapp, FileTrail, and Microsoft Power BI solutions. You will design, develop, troubleshoot, and maintain ETL processes, integrations, data synchronization routines, and reporting solutions while helping customers resolve complex technical issues.

Working closely with customers, consultants, implementation teams, and developers, you will investigate problems, identify root causes, and deliver effective solutions that improve system performance, data quality, and user experience. This role combines technical expertise, problem-solving, and customer interaction to ensure customers receive timely support and long-term value from the solutions we deliver.

This position is ideal for someone who enjoys solving complex technical challenges, working directly with customers, and leveraging data and integrations to drive successful business outcomes.

Key Responsibilities and Duties:

• Provide first-level technical support Intapp, iCompli, FileTrail, and Microsoft Power BI, addressing client inquiries and troubleshooting issues.
• Demonstrate in-depth knowledge of InOutsource’s professional services to effectively resolve client queries.
• Diagnose technical problems and deliver timely, clear, and effective solutions.
• Maintain proactive and professional communication with clients, providing updates on issue resolution through Zendesk and InOutsource ticketing processes.
• Accurately log client interactions, issues, and resolutions; maintain and update the Support Knowledge Base.
• Collaborate with internal teams, including developers and implementation specialists, to resolve complex issues and enhance client satisfaction.
• Develop/Maintain custom reports using SQL Server Reporting Services (SSRS), enabling clients to surface the data insights most critical to their workflows. 
• Develop/Maintain ETL implementations for data loads and synchronization routines using tools such as Boomi Enterprise.

Qualifications

Required Qualifications:

• Bachelor’s degree in a relevant field or equivalent experience.
• Experience with developing SQL Queries.
• Experience SOAP and RESTful API usage. 
• Excellent written and verbal communication skills.
• Customer-focused attitude with the ability to remain calm under pressure.
• Strong problem-solving skills and adaptability to evolving technologies.
• Self-Starter who works under minimal supervision.

Preferred Qualifications:

• Working knowledge of relational database design principles and data modeling.
• Previous experience in client support or technical support roles.
• Familiarity with Zendesk.
• Familiarity and experience working in a law firm.

InOutsource is an Equal Employment Opportunity (EEO) employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, gender identity, sexual orientation, national origin, age, disability, protected veteran status, and any other characteristic protected by applicable federal, state, or local laws. We are dedicated to fostering an inclusive environment where employees feel safe, supported, and able to bring their whole selves to work.