Product support specialist (legal tracker)Reuters Corporation

Job Description Job Description: * Product Support Specialists provide ongoing product support and training to Legal Tracker users. The support team is a group of legal and technical professionals dedicated to providing expert level product suppo Job Description Job Description: Product Support Specialists provide ongoing product support and training to Legal Tracker users. The support team is a group of legal and technical professionals dedicated to providing expert level product support to corporate legal departments and law firms. The ideal candidate is a problem solver who is motivated by customer success. Responsibilities: Provide support, primarily via phone and email, to product users (often involving complex issues and functionality) Conduct user training sessions Troubleshoot and test customer-reported product defects and issues Track and manage support activities Identify and escalate issues to appropriate internal personnel Advise users on best-practices Work cross-functionally with other Legal Tracker teams to ensure customer satisfaction Ensure customer retention and satisfaction Identify process opportunities, and develop and improve processes for trainings, support, and usage/adoption Recommend and advocate for product enhancements based on product expertise and analysis/evaluation of customer needs Work Skills and Functions: Knowledge of legal processes, terms, and industry Familiarity and comfort with technology and databases to develop an "expert" level understanding of the product offerings and subject matter Ability to handle and identify priorities for multiple projects at the same time (CSAs manage their time and projects, ensuring that we meet or exceed our client obligations, and continue to develop deep client relationships) Ability to communicate information clearly in writing and over the phone Ability to handle support issues with tact and diplomacy Problem-solving skills Modify practices and procedures to meet individual customer situations, suggesting workarounds as needed Project management skills, aptitude or experience Regular and predictable attendance Ability to work in an office setting and participate in a knowledge share with team Experience and Qualifications: Minimum of two years of experience working in the legal field, customer support or account management is required Experience in working with computer systems/databases preferred Education: Bachelor of arts degree required Juris Doctorate preferred
Monster

Philippines
Permanent
Full-time