The Role
Provides first-level technical and application support for legal-sector technology solutions, including troubleshooting, workflow configuration, system administration, and customer communication. Collaborates with developers and implementation teams to resolve complex issues, documents interactions and solutions, maintains the knowledge base, and supports process improvement and customer enablement. Requires SQL query development, strong communication, problem-solving skills, and a customer-focused approach.
Summary Generated by Built In
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 a trusted resource for customers, providing responsive support, workflow expertise, and operational guidance that helps organizations effectively utilize and maintain their technology solutions.
InOutsource is seeking a Customer Solutions Specialist to join the Hivemind team. In this role, you will work directly with customers to provide day-to-day application support, troubleshoot issues, and assist with forms, workflow configuration, and system administration activities. You will help customers navigate technical challenges, answer product-related questions, and ensure support requests are handled with accuracy, urgency, and professionalism.
In addition to resolving issues, you will contribute to documentation, knowledge-sharing initiatives, process improvement efforts, and customer enablement activities that help customers get the most value from their solutions. Working closely with internal technical and consulting teams, you will play an important role in delivering a high-quality customer experience and supporting long-term customer success.
This position is ideal for someone who enjoys problem-solving, building customer relationships, and serving as a trusted resource for application support and workflow optimization.
Key Responsibilities and Duties
Required Qualifications:
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.
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 a trusted resource for customers, providing responsive support, workflow expertise, and operational guidance that helps organizations effectively utilize and maintain their technology solutions.
InOutsource is seeking a Customer Solutions Specialist to join the Hivemind team. In this role, you will work directly with customers to provide day-to-day application support, troubleshoot issues, and assist with forms, workflow configuration, and system administration activities. You will help customers navigate technical challenges, answer product-related questions, and ensure support requests are handled with accuracy, urgency, and professionalism.
In addition to resolving issues, you will contribute to documentation, knowledge-sharing initiatives, process improvement efforts, and customer enablement activities that help customers get the most value from their solutions. Working closely with internal technical and consulting teams, you will play an important role in delivering a high-quality customer experience and supporting long-term customer success.
This position is ideal for someone who enjoys problem-solving, building customer relationships, and serving as a trusted resource for application support and workflow optimization.
Key Responsibilities and Duties
- Provide first-level technical assistance for Intapp, iCompli, FileTrail, and Microsoft Power BI or similar applications addressing client inquiries and troubleshooting issues.
- Demonstrate comprehensive knowledge of InOutsource’s professional services to effectively resolve client queries.
- Collaborate with internal teams, including developers, solution engineers, and implementation specialists, to resolve complex issues and improve client satisfaction.
- Diagnose technical problems and deliver timely, clear, and effective solutions.
- Maintain proactive and professional communication, providing regular updates on issue resolution.
- Accurately log client interactions, issues, and resolutions; maintain and update the Support Knowledge Base.
- Stay current with updates and features of Intapp, FileTrail, iCompli, and Microsoft Power BI to better assist clients.
Required Qualifications:
- Bachelor’s degree in computer science or technology related field.
- Experience with developing SQL Queries.
- 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.
- Certification or experience with the Dell Boomi integration platform.
- Knowledge of Intapp, iCompli, FileTrail, and Microsoft Power BI software solutions, including implementation and configuration.
- Knowledge of Intapp Integration Builder (aka Integrate).
- Basic understanding of relational database design principles.
- Knowledge of SQL Server Integrations Services (SSIS), or SQL Server Reporting Services.
- 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.
Skills Required
- Bachelor’s degree in computer science or a technology-related field
- Experience developing SQL queries
- Excellent written and verbal communication skills
- Customer-focused attitude and ability to remain calm under pressure
- Strong problem-solving skills and adaptability to evolving technologies
- Self-starter able to work under minimal supervision
- Certification or experience with the Dell Boomi integration platform
- Knowledge of Intapp, iCompli, FileTrail, and Microsoft Power BI, including implementation and configuration
- Knowledge of Intapp Integration Builder, also known as Integrate
- Basic understanding of relational database design principles
- Knowledge of SQL Server Integration Services or SQL Server Reporting Services
- Familiarity with Zendesk
- Familiarity and experience working in a law firm
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The Company
What We Do
InOutsource provides trusted information governance consulting and technology implementation services that reduce risk, improve efficiency and decrease costs for law firms. The company’s key to success is its depth of experience in working closely with law firms to develop information governance strategies aligned with business and risk management goals. InOutsource’s services include information governance needs assessment, policy and procedure development, business intelligence and analytics application design and development, and new business intake and conflicts of interest process design. As an Intapp partner, InOutsource has worked with many firms to execute successful implementations of Intapp OPEN. As FileTrail's only partner specializing in the legal industry, InOutsource works with firms to upgrade their Records Management Software, as well as the IG policies, procedures and processes. InOutsource also helps firms achieve superior performance by leveraging and fully realizing the potential of leading business intelligence technologies. To learn more, visit www.InOutsource.com.
