Litera is looking for a Product Support Executive to be the go-to professional tackling technical issues and fielding user inquiries. In this remote role, you'll deliver top-notch assistance via email and phone, focusing on product issues, best practices, and user guidance, ensuring users love their experience. You will be a vital member of our customer support frontline, collaborating with teams to enhance the overall product experience.
What You'll Do
- 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 process improvement.
- 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.
What We're Looking For
- 3-7 years of experience in a customer-facing role, preferably in a technical or product support capacity.
- Excellent written and verbal communication skills.
- Experience handling US Support.
- Excellent interpersonal skills, with a customer-first mindset.
- Hands-on experience in application support, software support, or 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, or Night shifts.
- Punctual and reliable for scheduled days and shifts.
Nice to Have
- Familiarity with law firms and legal technology.
Benefits & Compensation
- Compensation: $20.00/hr to $26.45/hr for residents of California, Colorado, Connecticut, Illinois, Maryland, Nevada, New Jersey, New York, Ohio, Rhode Island, or Washington.
- Comprehensive benefits package including health insurance, retirement savings plans, and generous paid time off.
- Incentive and recognition programs.
- 401k contribution (subject to eligibility requirements).
- Supportive work-life balance.
- Career paths and opportunities for professional development.
Work Mode
This is a remote position for candidates located within the United States.
Litera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
