Product Support Executive
1 month ago
**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 mínimal 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
- 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
- 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
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