Position Summary: Litera is looking for a hands-on Customer Support Representative, as a Customer Support Representative, you will provide front-line problem solving and document triage directly to customers and prospective customers. In addition, our Solutions Center Analysts provide over-the phone training and consultative guidance to customers. Your support efforts will be focused on Microsystems’ solutions. As a key member of our team, your responsibilities will be focused on answering customer and prospective customer questions related to installation, implementation or standard product usage via the phone or email. In addition, you will assist customers and prospective customers with issues related to their unique implementation of Microsystems’ products.
Key Responsibilities:
Conduct periodic status checkpoints with customers on outstanding issues to ensure customer satisfaction.
Reproduce simple to moderately complex problems with all of the Microsystems’ products.
Provide analysis, repair and reporting related to Word documents as part of the DocER (Emergency Room) service and as part of the pre-sales process.
Lead Web-based product demonstrations to customers and prospective customers.
Lead Web-based training sessions with customers and prospective customers.
Provide toolbar customizations and other value-added services to customers and prospective customers.
Work with minimal supervision.
Learn new things quickly.
Deconstruct problems in a logical and structured manner.
Diligently solve problems.
Communicate issues and status in a clear and timely manner.
Provisioning users on the Customer Center / Portal.
Basic install troubleshooting
Basic product usage.
Who We Are:
Litera, headquartered in Chicago, IL, is a fast-growing software company and one of the leading legal technology suppliers in the world. Serving over 90% of the world's largest law firms, our software is used by hundreds of thousands of lawyers every day. As a company recently selected for Crain's Best Places to Work in Chicago, we believe professional development, rewards programs, open communication, and transparent leadership all contribute to a unique and open work environment. Litera experiencing huge growth, is on aggressive expansion plans, now expanding into India, Ahmedabad, building a state of the art Software development and Operations center, is looking for dynamic engineering
Litera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.