Product Support Executive

Technical Support


The Opportunity: As a Product Support Executive, you will provide front-line triage and problem solving directly to customers. Your support efforts will be focused on the Foundation product within the Firm Intelligence Business Unit. As a key member of our team, your responsibilities will be focused on answering customer questions related to product installation, configuration, and usage via email and phone. In addition, you will assist customers in troubleshooting issues related to their unique implementation of Foundation. 

A Day in the Life:

  • Provide customers with timely, accurate, and helpful answers to their support questions
  • Triage support cases and solve or escalate as appropriate for the type of issue
  • Ask targeted questions to diagnose problems
  • Deconstruct problems in a logical and structured manner
  • Reproduce simple to moderately complex problems with the Foundation product
  • Guide customers with simple, step-by-step instructions
  • Proactively communicate appropriate customer issue resolution expectations and updates in a clear and timely manner
  • Accurately record active support issues in case tracking and development systems to track status, manage escalations, document resolutions, and communicate with customers
  • 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
  • Provide excellent customer service and manage sensitive customers effectively
  • Manage multiple cases in a fast-moving environment.
  • Work extended hours as part of a scheduled rotation
  • Work with minimal supervision

Role Progression:

Within 1 month, you will:

  • Complete the 30-day onboarding program and pass all certification knowledge checks
  • Attend daily Customer Success team standup meetings to learn from peers and understand customer needs
  • Shadow experienced team members during their support shifts

Within 3 months, you will:

  • Complete the 90-day onboarding program and pass all certification knowledge checks
  • Cover assigned support shifts paired with an experienced partner
  • Research and answer basic customer questions
  • Replicate reported customer issues and perform initial troubleshooting

Within 6 months, you will:

  • Complete the 180-day onboarding program and pass all certification knowledge checks
  • Independently cover assigned support shifts and take ownership of support cases
  • Triage customer cases and solve or escalate as appropriate

About you:

  • 3-7 years of total experience in the IT industry
  • Bachelor’s degree (include BCA holders as well)/Diploma Degree in Computer Science or Information Technology
  • Hands-on experience in application support/software support/desktop support
  • Ability to perform remote troubleshooting and provide clear instructions
  • Customer-oriented attitude
  • Possess excellent written and verbal communication skills
  • Ready to work in US/UK shifts
  • Strong experience in handling US Support.
  • Open to work in night shifts
  • Possess excellent English Spoken skills
  • Strong MS Office skills
  • Ability to adapt to new situations and learn new software applications quickly
  • 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
  • Have 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