Job Overview Cosmolex, a leading provider of cloud-based legal practice management software, is seeking a dedicated Software Support Representative to join our remote team. In this full-time role, you will play a crucial role in delivering outstanding technical support to law firms and legal professionals worldwide, helping them maximize the potential of our all-in-one platform that integrates practice management, accounting, and document automation. Key Responsibilities As a Software Support Representative, you will respond to customer inquiries via phone, email, and chat, troubleshooting software issues related to billing, case management, calendaring, and reporting. You will document support tickets, escalate complex problems to engineering teams when necessary, and follow up to ensure resolutions are satisfactory. Additionally, you will contribute to the knowledge base by creating guides and tutorials, conduct user training sessions, and analyze support trends to suggest product improvements. Your proactive approach will help minimize downtime and enhance client retention. Required Qualifications Candidates must have a bachelor's degree in computer science, information technology, or a related field, or equivalent experience. At least 1-2 years of customer-facing technical support experience is required, preferably in SaaS or legal tech environments. Strong problem-solving abilities and familiarity with legal software workflows are highly desirable. Skills Proficiency in customer service tools like Zendesk or Freshdesk, and ticketing systems is essential. Excellent communication skills, both written and verbal, are critical for explaining technical concepts to non-technical users. You should be adept with SQL queries, API troubleshooting, and web-based applications. Knowledge of cloud platforms such as AWS, and experience with HTML/CSS for UI issues is a plus. A customer-centric mindset, attention to detail, and the ability to multitask in a fast-paced remote setting are key. Company Info Cosmolex is at the forefront of legal technology, offering a comprehensive, secure, and user-friendly platform trusted by thousands of law firms. Our mission is to streamline legal operations, allowing attorneys to focus on their clients rather than administrative tasks. We foster a collaborative, innovative culture with a global team committed to excellence. Benefits We offer competitive compensation, comprehensive health insurance, dental and vision plans, 401(k) matching, and generous paid time off. Remote work setup includes home office stipends, high-speed internet reimbursement, and wellness programs. Enjoy flexible hours, professional development budgets, and team-building events. Growth Opportunities At Cosmolex, your career progression is a priority. Excel in this role and advance to Senior Support Specialist, Support Team Lead, or Product Specialist positions. We provide ongoing training, certifications in legal tech, and mentorship programs to support your professional development in a growing industry.