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With offices in Australia, the US, and the UK, Smokeball is the leading provider of legal practice management software helping small and mid-sized legal practices run their best firm and live their best life. Were passionate about what we do, and our clients know it!Not to brag, but we have been awarded the best place to work in Australia by Wrk+ and once again, we have been certified as a Great Place to Work. Culture plays a big part in our success, and our clear purpose and vision motivate us daily.Role OverviewOur Client Experience team are the friendly voices and inbox heroes behind Smokeballs Legendary Service! Theyre speaking with clients daily, whether its a quick call or a helpful email, making sure everyone gets the absolute most out of Smokeball. From tech support to customer love, theyve got it all covered, working hand-in-hand with our awesome Sales, Marketing, Onboarding, and Training teams. We are a dynamic and fast-paced environment where we are growing the size of our Client Experience team and are excited about the opportunities to innovate even further.Key ResponsibilitiesProviding front line technical support via telephone, email and live remote sessions to small medium law firmsServicing tickets from end-to-end, following all processes and escalating as required with sufficient informationOwning internal and external communication relating to open ticketsConfidently engaging, collaborating and communicating with other business stakeholdersCapturing customer pain points and advocating for clients by surfacing customer insights, product issues and enhancements to improve the Client ExperienceKey StrengthsTechnically Savvy Experience in a support or help desk environment supporting SaaS solutionsCommunication Communicate clearly to convey information effectively to our clients and assist in troubleshootingWhats in it for you? Awesome off-sites and parties Well-being allowance Office lunches and loads of snacks And of coursethe SWAG!* Smokeball is an equal opportunity employer and is committed to providing an open, welcoming environment for everyone. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.Dont meet all the criteria? No worries! If our values resonate with your personal values and you think you got what it takes, wed love to hear from you!Please note: This role is only open to Australian residents. Unfortunately, we are not able to offer sponsorship currently.Role TypeCompany OverviewSmokeball is a fast growing, B2B SaaS company, empowering small law firms to get their work done faster and smarter, and track their time accurately so they get paid properly for the work theyre doing. Emerging from the start-up stage, we are now rapidly scaling for growth with teams in Australia and USA, soon looking to launch in other markets. We think deeply about the challenges of small law firms and drive innovations that truly change the lives of our clients #J-18808-Ljbffr