Junior Product Support Executive

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.

Overview:

The Junior/Associate Product Support Executive acts as a liaison between customers and cross functional departments within Litera, assisting with non-technical issues. Our team works with clients to help answer questions ranging from Customer Center access to assistance with renewals, new sales and more. As a key member of our team, your responsibilities will be focused on answering customer and prospective customer questions via phone and email.

Responsibilities:

• Conduct periodic status checkpoints with customers on outstanding issues to ensure customer satisfaction.
• Address user tickets regarding non-technical issues.
• Walk clients through Webstore purchases and renewals/Enable/Disable auto-renewal functionality
• Obsolescence discussion with a client about products / versions to move to
• Answer questions about how license keys work
• Salesforce navigation - update client account and contact records, create and manage case lists
• Communicate issues and status in a clear and timely manner.
• Know when to escalate issues to T2 or another pod/department
• Manage multiple assignments in a fast-moving environment.
• Work effectively with a team.
• Ability to think outside of the box and be open to challenges
• Keep colleagues, customers and prospective customers informed via clear communication.
• Capture, understand and communicate customer and prospective customer needs to appropriate people.
• Work extended hours as part of a scheduled rotation.
• Ability to “read between the lines” and understand clearly what customers are requesting

Qualifications:

• Excellent problem-solving and multitasking skills.
• Customer-oriented attitude.
• Guide users with simple, step-by-step instructions
• Excellent communication skills both verbal and written (English).
• Strong experience is handling global clients.
• Open to work in all global shifts.
• Understanding of legal process is an added advantage.
• Experience working with legal software is an added advantage.
• Hands on experience in working customer support applications like Salesforce, Jira, etc. is an added advantage.
• Experience handling client data
• Experience reviewing and processing legal documents.

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