Product Support Executive

Position Overview:  

As a Product Support Executive, you'll be the go-to pro tackling technical issues and fielding inquiries to ensure users love their experience with Litera. You'll deliver top-notch assistance via email and phone, focusing on product issues, best practices, and general user guidance, all while being a vital member of our customer support frontline. 

Key Responsibilities: 

• Provide timely and accurate support to customers via phone, email, or chat, ensuring high levels of customer satisfaction. 

• Troubleshoot and resolve technical issues related to product functionality, usage, and performance. 

• Document customer interactions, issues, and resolutions in a CRM system for future reference and to improve the support process. 

• Collaborate with the product development team to report bugs and suggest improvements based on customer feedback. 

• Engage customers with empathy to understand their work objectives and recommend relevant workarounds or best practices. 

• Develop and maintain a deep understanding of product features, capabilities, and limitations. 

• Participate in the creation and updating of support materials such as FAQs, user guides, and knowledge base articles. 

• Monitor product performance and escalate critical issues to the appropriate internal teams. 

• Follow support policies and procedures to enhance the overall customer experience. 

• Act as a liaison between customers and other departments for issue resolution and product enhancements. 

• Resolve tickets within target metrics for response times, stale cases, case satisfaction, case review/feedback, and other metrics 

• Conduct status checkpoints with customers on outstanding issues to ensure customer satisfaction 

• Manage multiple cases in a fast-moving environment. 

• Work extended hours as part of a scheduled rotation 

About You: 

• 3-7 years of experience in a customer-facing role, preferably in a technical or product support capacity. 

• Possess excellent written and verbal communication skills in English 

• Strong experience handling US Support 

• Excellent interpersonal skills, with a customer-first mindset. 

• Hands-on experience in application support/software support/desktop support 

• Familiarity with CRM systems and support ticketing tools. 

• Technical aptitude and the ability to quickly learn new software. 

• Ability to prioritize and manage multiple issues simultaneously. 

• Experience in creating support documentation and training materials. 

• A team player with the ability to work independently when necessary while maintaining high productivity. 

• Ability to perform remote troubleshooting and provide clear instructions 

• Ready to work in rotating shifts, including US/UK/Night shifts. 

• Punctual and reliable for scheduled days and shifts 

• Familiarity with law firms and legal technology preferred 

What sets us apart? 

• Work with an experienced team that has a proven track record of excellence 

• The opportunity to learn new tools and trends in software support as we build a best-in-class customer experience 

• You’ll be challenged and encouraged to broaden your skills