Technical Support Representative II

About Centerbase

At Centerbase, you’ll get the best of both worlds: the fast-paced dynamo of startup-esque growth with the additional stability of a larger company. At our core, we provide legal software to mid-size law firms, helping them to meet the modern expectations of clients and legal professionals while reaching their optimal productivity and profitability levels. As a company, we look at ourselves as more than merely providing a software platform. We come to work daily dedicated to streamlining the client lifecycle, providing ingenuity and commonsense measures for both attorneys and their clients.

Our belief and commitment are built on 3 Centerbase core values:  

Own it with Action, Better Everyday, Win as One 

Position Summary: 

The primary function of the Technical Support – Tier II position is to manage and resolve escalated 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, supporting Tier I representatives 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: 

• Serve as an escalation point for Tier I Support by resolving complex software issues.
• 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

• 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)

This is a remote position. Candidate living in the Dallas, TX and Kansas City, KS/MO metros will be given preference.