Product Support Executive

Remote friendly (India-Ahmedabad Office India)

Job Description

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

Litera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.