Product Support Executive (Remote-US)

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.
• 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

Why Join Litera?

• 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
• 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
• 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
• 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.
• Career Growth and Development: We provide career paths and opportunities for professional development, allowing employees to progress through various technical and leadership roles