Product Support Executive

Job Title: Product Support Executive

Department: Customer Care

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.

This position would initially focus on supporting customers of the Concep and CampaignBreeze products, with future 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.

• 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