Product Support Executive - Remote

Overview

The Product Support Executive at Litera is responsible for providing exceptional technical support to customers, ensuring they have a positive experience with the company's legal technology products.

In Short

• Deliver timely and accurate support via phone, email, or chat.
• Troubleshoot and resolve technical issues related to product functionality.
• Document customer interactions and resolutions in a CRM system.
• Collaborate with product development to report bugs and suggest improvements.
• Engage with customers to understand their objectives and recommend solutions.
• Maintain a deep understanding of product features and limitations.
• Participate in creating and updating support materials.
• Monitor product performance and escalate critical issues.
• Manage multiple cases in a fast-paced environment.
• Work in rotating shifts, including US/UK/Night shifts.

Requirements

• 3-7 years of experience in a customer-facing role.
• Excellent written and verbal communication skills.
• Experience in application/software support.
• Familiarity with CRM systems and support ticketing tools.
• Ability to prioritize and manage multiple issues simultaneously.
• Experience in creating support documentation.
• Ability to perform remote troubleshooting.
• Punctual and reliable for scheduled shifts.
• Familiarity with law firms and legal technology preferred.

Benefits

• Comprehensive benefits package including health insurance.
• Generous paid time off.
• Retirement savings plans.
• Supportive work-life balance.
• Career growth and development opportunities.