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.
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.
Similar Jobs
Healthtech • Pharmaceutical
Represents AbbVie patient-service portals and access solutions to healthcare provider offices within an assigned territory. Evaluates prescription-access processes, identifies delays, recommends digital solutions, supports implementation, and maintains relationships with HCP offices. Partners with field teams, communicates compliantly, provides portal updates, and serves as a subject-matter expert on patient access, reimbursement, specialty pharmacies, and biologic drug acquisition.
Top Skills:
Internet BrowsersWindows
Healthtech • Social Impact • Software
Own Total Rewards strategy across the U.S. and Canada, including compensation, benefits, wellbeing, pay equity, equity programs, salary structures, review cycles, vendor governance, and annual enrollment. Build financial models, budgets, policies, communications, and decision frameworks while partnering with Finance, Legal, People teams, and vendors. This senior individual contributor role requires influencing leaders, ensuring compliance, and scaling equitable, financially sustainable rewards programs.
Top Skills:
AIAutomation
Automotive • Big Data • Information Technology • Robotics • Software • Transportation • Manufacturing
Configure and support Workday Core HCM, Personal Information, business processes, EIBs, employee documents, reporting, and calculated fields. Lead HR data migration, conversion, validation, reconciliation, mass updates, troubleshooting, testing, release assessments, and production support. Partner with HR, Payroll, Recruiting, Compensation, IT, and other stakeholders to deliver scalable Workday solutions and maintain data integrity.
Top Skills:
Configuration Change ExtractsConfiguration Change TrackerObject Transporter (Ox)Workday Business Process Security PoliciesWorkday Business ProcessesWorkday Calculated FieldsWorkday Contact InformationWorkday Core HcmWorkday Enterprise Interface Builder (Eib)Workday Personal InformationWorkday ReportingWorkday Tenant Compare
What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
