Position Summary
Onit is growing and we are in need of an experienced Lead Support Analyst. The role provides world-class technical support via phone, email and online, for clients utilizing Onit’s suite of products. We are seeking someone who enjoys solving problems for other people, has a technical background (we will provide training on our products and services) and can explain complex ideas and concepts in a clear, simple manner.
Key Responsibility
- Provide front-line and ongoing product and technical support for Onit’s products and solutions
- Develop and maintain expert knowledge on Onit’s product suite
- Educate users on all functions and features of our product line
- Assist with management of account software subscriptions
- Own and resolve customer and law firm escalations
- Provide feedback and suggestions on product features, product performance, alternative solutions and market trends
- You enjoy working in a fast-paced and dynamic environment, with minimal oversight and direction
- You take responsibility for projects end-to-end, from idea to completion
- Provide assistance, guidance, and coaching to colleagues where needed
- Participate effectively as an individual and team contributor within a multifaceted technology environment
- Support delivery and implementation services as necessary
- Work on special projects as assigned
Qualifications and Skills
- 4-6 years of related technical support is preferred (SaaS software preferred)
- Demonstrated ability to quickly understand business requirements and expectations
- Excellent verbal and written communication skills
- Detail-oriented with strong organizational skills
- Knowledge of programming or scripting languages such as SQL, Java, or similar technologies will be an added advantage.
- Ability to multi-task and prioritize across several projects simultaneously
- High aptitude and EQ
Skills Required
- 2-6 years of related technical support experience, preferably with SaaS software
- Ability to quickly understand business requirements and expectations
- Excellent verbal and written communication skills
- Strong attention to detail and organizational skills
- Knowledge of programming or scripting languages such as SQL or Java
- Ability to multitask and prioritize across several projects simultaneously
- High aptitude and emotional intelligence
What We Do
Onit is a global leader of enterprise software and artificial intelligence platforms and products for legal, compliance, sales, IT, HR and finance departments. Our software transforms best practices into smarter workflows, better processes and operational efficiencies. With a focus on enterprise legal management, matter management, legal spend management, contract lifecycle management and legal holds, we operate worldwide and help global companies and billion-dollar legal departments bridge the gap between systems of record and systems of engagement. Onit is the only company in our space with two platforms: Our leading no-code business process automation platform, Apptitude, and our business intelligence platform, Precedent. Apptitude allows customers to create, modify and deploy new software products and custom workflows. Onit’s legal AI platform, Precedent, enables our software products to read, write, and reason like a lawyer. Combined, the two platforms enable customers to digitally transform legal operations by automating processes, reducing costs and maximizing productivity with industry-leading cloud-based software.
