Senior Product Support Executive

Job Description

Join Our Team at Litera: Where Legal Technology Meets Excellence

Litera has been at the forefront of legal technology innovation for over 25 years, crafting legal software to amplify impact and maximize efficiency. Developed by the best legal minds in the industry, our comprehensive suite of integrated legal tools is both powerful and user-friendly and simplifies the way modern firms manage core legal workflows, secure collaboration, and organize firm knowledge and experience. Every day, we help more than 2.3 million legal professionals focus on their craft. Litera: Less busy work, more of your life’s work.

As a Senior 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. 
This position would initially focus on supporting customers of the CAM product, with subsequent training on other products. 

 
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. 

• Preferred experience with iManage.

• Hands-on experience of SQL would be helpful.

• 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.

• 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

• Punctual and reliable for scheduled days and shifts.

• Familiarity with law firms and legal technology preferred

Why Join Litera?

• The company culture: We emphasize helping each other grow, doing the right thing always, and being part of a journey to amplify impact, creating an exciting and fulfilling work environment

• Commitment to Employees: Our people commitment is based on what employees love most about being part of the team, focusing on tools that matter to the difference-makers in the legal world and amplifying their impact

• Global, Dynamic, and Diverse Team: Our is a global company with ambitious goals and unlimited opportunities, offering a dynamic and diverse work environment where employees can grow, listen, empathize, and problem-solve together

• Comprehensive Benefits Package: Experience peace of mind with our health insurance, retirement savings plans, generous paid time off, and a supportive work-life balance. We invest in your well-being and future, ensuring a rewarding career journey.

• Career Growth and Development: We provide career paths and opportunities for professional development, allowing employees to progress through various technical and leadership roles

California, Colorado, Connecticut, Illinois, Maryland, Nevada, New Jersey, New York, Ohio, Rhode Island, or Washington Residents Only: The salary range for California, Colorado, Connecticut, Illinois, Maryland, Nevada, New Jersey, New York, Ohio, Rhode Island, or Washington residents is $50,000 to $75,000. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, Litera offers benefits such as a comprehensive benefits package, incentive and recognition programs, and 401k contribution (all benefits are subject to eligibility requirements).