Technical Support Representative
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AI Summary
The role involves managing and resolving technical support requests related to legal practice management software via phone, email, and Teams. Additionally, the representative will develop support documentation and provide training to both customers and internal staff.
Technical Support Representative
Department: Support
Employment Type: Full Time
Location: Remote - USA
Reporting To: Technical Support Manager
Compensation: $24.04 - $28.84 / hour
Description
About Centerbase
At Centerbase, we empower mid-size law firms to run their practices more efficiently, profitably, and client-centrically. Our cloud-based legal practice management platform streamlines the entire client lifecycle from intake to billing to business intelligence, helping attorneys deliver exceptional service while achieving their growth goals.
We’re more than just a software provider—we’re a partner in transformation. With a focus on automation, flexibility, and continuous innovation, we give firms the tools to modernize operations, improve collaboration, and adapt to the evolving expectations of today’s clients and legal professionals. At Centerbase, we come to work every day committed to making legal work easier, smarter, and more impactful for the firms and communities we serve.
Everything we do is guided by four core values:
- Customer Centric
- Stronger Together
- Be the Difference
- Relentless Improvement
These values shape who we are: a dedicated, inventive, and passionate team committed to empowering law firms to achieve lasting growth and success.
Position Summary
The primary function of the Technical Support position is to manage and resolve issues related to the setup, maintenance, and support of Centerbase. Duties for this position include but are not limited to the support of Centerbase software, maintenance of knowledge base articles, maintenance of training content, and advising various Centerbase departments on product related issues.
This position will also serve as a general technical support specialist during high call volume periods by taking incoming requests from customers. The work is performed under supervision of the Technical Support Manager. The primary duties of this individual are performed remotely.
Essential Duties and Responsibilities:
This position will also serve as a general technical support specialist during high call volume periods by taking incoming requests from customers. The work is performed under supervision of the Technical Support Manager. The primary duties of this individual are performed remotely.
Essential Duties and Responsibilities:
- Manage multiple support requests simultaneously via Teams Meetings, phone and email, prioritizing as necessary.
- Train customers and internal staff on product functionality.
- Develop and maintain documentation, support materials, and knowledge base content.
- Proactively suggest and implement improvements to enhance the delivery of our solutions and services.
- Work cross-functionally with various departments to collaborate on customer-focused solutions.
- Interface professionally with management, clients, and partners both internally and externally.
Qualifications
- Minimum of one year of experience as a legal billing specialist or technical support specialist for billing/accounting software.
- Understanding of legal billing and accounting workflows, or experience with similar software platforms.
- Skilled in handling tough conversations and customer pushback with empathy and professionalism.
- Ability to handle multiple priorities and meet time-sensitive deadlines.
- Demonstrates initiative, adaptability, and a strong desire to continuously learn and master new technologies.
- Proven ability to build and maintain effective working relationships across teams.
- Positive, professional interpersonal skills are a must.
- Experience with legal tech or law firm operations. (Preferred)
- Familiarity with tools such as NetDocuments, iManage, QuickBooks, Exago, SQL, or File Explorer. (Preferred)
Benefits
- Flexible PTO
- 2 Company-Wide Mental Health Days
- Parental Leave Programs
- 401(k) with Company Match
- Broad Equity Participation
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