Software Support Specialist

The Role

We are seeking a client-oriented problem-solver who’s excited to learn a new product and become an integral member of Smokeball. This Software Support Specialist will act as the first line of software support for our valued Smokeball clients by communicating with them regularly, troubleshooting their software problems, and approaching all client needs with a sense of urgency.

This is a hybrid role with our office in Chicago, IL. In office days are Wednesday and Thursday.

A Typical Day Involves

• Communicating with clients via the phone and email
• Diagnosing and resolving routine and complex technical and product functionality issues
• Testing and reproducing client issues to determine the cause of the problem
• Accurately and proactively creating, maintaining, and resolving tickets
• Identifying and communicating relevant information for advanced issues to next levels for resolution
• Contributing to team goals by improving response times, answer rates, resolutions times, as well as client satisfaction ratings
• Creating workaround procedures when standard procedures have failed ensuring issues are resolved in a timely manner
• Ensuring that all client records are accurate while always maintaining client confidentiality

What You Bring

• 1-2 years of direct experience providing software support to clients 

• Ability to communicate technical information to non-technical users 
• Confidence speaking on the phone

• Ability to diagnose and remotely resolve software system malfunctions and operational problems 

• Ability to think critically and quickly to learn new software  

• Excellent written and verbal communication skills 
• Work collaboratively with team members and other departments

• Capable of managing multiple tasks and projects effectively 

• Proficient in Windows troubleshooting
• Knowledge of Zendesk and Intercom a plus

• Flexibility to work different shifts 

Life at Smokeball

·Great Culture: Named Crain’s Chicago Business’ 2026 Best Places to Work.

·Work-Life Balance: 20 vacation days, 7 sick days, 3 reboot days, 10 paid holidays, birthday off, volunteer time, and more! 

·Career Growth: Smokeball believes in investing in our own people and promoting from within. Our own President started at Smokeball as an Account Manager!

·Benefits: Excellent medical coverage, 401(k) match, monthly wellness stipend, generous parental leave 

·Transparency: We keep employees in the loop through monthly global huddles and local standups where we discuss company goals, updates, new hire introductions, etc. 

·The Office: The kitchen is stocked with breakfast items, snacks, and beverages, and we have plenty of games to help you relax (ping-pong, billiards, pinball, board games, video games). We also offer free monthly massages provided by a licensed massage therapist! 

·Fun Events: In-person happy hours, virtual game nights, family-friendly events, and so much more 

·Convenient Transit: We’re located in the heart of downtown Chicago, in walking distance from all major modes of transportation 

The Values We Live By

Creating and fostering a great culture is just as important as providing a great product. At Smokeball, we don’t have Core Values for show, we live and breathe them every day. 

·Caring is not optional

·Make it happen

·Deliver legendary service

·Innovate for the client, not the press release

·Be frank

·Keep listening, keep learning

These values inform every strategic decision we make and guide our behavior with every person we meet. When we are bringing new team members into the Smokeball Family, we look for compassion, drive, keen judgement, varied perspectives, and no egos. 

Compensation Band:

$ 60,000 – 72,000 (base salary)

What's in it for you?

Competitive Salary

Work-Life Balance: 20 vacation days, 3 reboot days, birthday off, volunteer time, and more!

Benefits: Excellent medical, dental, vision coverage. 401(k) match, & monthly wellness stipend

Parental leave

Office lunch and loads of snacks

And of course...the SWAG!

Want to Know More?

Why do we do what we do? Where did the name ‘Smokeball’ come from? What are our values? Learn more here!

*Smokeball values diversity & inclusion and is proud to be an Equal Employment Opportunity employer. Smokeball considers all individuals seeking employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic.

If you’re excited about this role, we encourage you to apply even if your experience doesn’t check every box.