Job Description
Join Our Team at Litera: Where Legal Technology Meets Excellence
Litera has been at the forefront of legal technology innovation for over 25 years, crafting legal software to amplify impact and maximize efficiency. Developed by the best legal minds in the industry, our comprehensive suite of integrated legal tools is both powerful and user-friendly and simplifies the way modern firms manage core legal workflows, secure collaboration, and organize firm knowledge and experience. Every day, we help more than 2.3 million legal professionals focus on their craft. Litera: Less busy work, more of your life’s work.
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.
Key Responsibilities
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Provide timely and accurate support to customers via phone, email, or chat, ensuring high levels of customer satisfaction.
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Troubleshoot and resolve technical issues related to product functionality, usage, and performance.
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Resolve tickets within target metrics for response times, stale cases, case satisfaction, case review/feedback, and other metrics
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Accurately record active support issues in case tracking and development systems to track status, manage escalations, document resolutions, and communicate with customers
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Conduct product training sessions for customers to enhance their understanding and utilization of the product.
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Develop and maintain a deep understanding of the product's features, capabilities, and limitations.
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Participate in the creation and updating of support materials such as FAQs, user guides, and knowledge base articles.
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Monitor product performance and escalate critical issues to the appropriate internal teams.
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Manage multiple cases in a fast-moving environment.
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Work extended hours as part of a scheduled rotation
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Work with minimal supervision
Why Join Litera?
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The company culture: We emphasize helping each other grow, doing the right thing always, and being part of a journey to amplify impact, creating an exciting and fulfilling work environment
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Commitment to Employees: Our people commitment is based on what employees love most about being part of the team, focusing on tools that matter to the difference-makers in the legal world and amplifying their impact
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Global, Dynamic, and Diverse Team: Our is a global company with ambitious goals and unlimited opportunities, offering a dynamic and diverse work environment where employees can grow, listen, empathize, and problem-solve together
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Comprehensive Benefits Package: Experience peace of mind with our health insurance, retirement savings plans, generous paid time off, and a supportive work-life balance. We invest in your well-being and future, ensuring a rewarding career journey.
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Career Growth and Development: We provide career paths and opportunities for professional development, allowing employees to progress through various technical and leadership roles.
California, Colorado, Connecticut, Illinois, Maryland, Nevada, New Jersey, New York, Ohio, Rhode Island, or Washington Residents Only: The salary range for California, Colorado, Connecticut, Illinois, Maryland, Nevada, New Jersey, New York, Ohio, Rhode Island, or Washington residents is $20.00/HR to $25.50/HR. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, Litera offers benefits such as a comprehensive benefits package, incentive and recognition programs, and 401k contribution (all benefits are subject to eligibility requirements).
Litera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
What We Do
At JOANN, we’re creating a happy place — for our customers, and for one another. We are growing our people as we grow our company, creating new opportunities to stretch and shine. Rooted in Cleveland since 1943, we are now more than 870+ stores strong. We work together, embracing challenges and rewarding success, as we create a happy, handmade world.
We’re crafters, yes – and we are also trend forecasters, store planners and caring helpers to all hearts, hands and minds. We’re a patchwork community of real people, stitched together by one common goal: inspire others who like to create with their hands, hearts and minds.
What is your happy place? Come create it here!
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