About this role
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
- 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.
Qualifications
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.
Preferred Qualifications:
- 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.