DM Technical Support – Associate

You will work with our customers in the APAC region to troubleshoot, debug and answer questions about our products to help in always providing a best-in-class service. You will be a part of our growing global Support organisation. You will be providing guidance to our iManage customers and will work with others to continue improving our support capabilities. You will also provide a consistent experience across our iManage products and customers.

You will report into our Support Manager and be working on challenging technical problems across the iManage ecosystem. You will ensure our customers receive professional guidance. You will be a part of a team the continues to collaborate across the globe and help us to build upon the capabilities of our Support organization. You will also work with teams across iManage on special projects that will continually help us to enhance the customer experience.

Responsibilities:

• Providing technical support through written and verbal communication with customers while continuing to build a positive customer experience.
• Developing and maintaining a deep technical knowledge of our iManage platform or any other platforms; identifying system and technical limitations through testing, debugging, and diagnosing errors in our platform
• Leading and participating in customer facing calls to help communicate progress updates, action plans and resolution details.
• Collaborating with teams to resolve some of our largest customer escalations and owning the communication line across internal and customer-facing teams.
• Providing a consistent customer quality experience and helping to improve our support methodology across the globe.
• Growing our knowledge-based content, standard operation procedures and best practices for both end-users and the global support team
• We are 24 hrs 7 days a week 365 days and hence would need candidates who are open to work any shift based on business requirement including Saturday and/or Sunday.

Requirements:

• Bachelor's Degree or equivalent experience.
• 4+
  years of technical support work experience.
• Experience working in a highly technical, customer-facing environment.
• Experience working in a technical support environment that is focused on continuous improvement efforts across team performance, efficiencies, and customer outcomes.
• A customer-oriented mindset; wanting to achieve or exceed customer expectations.
• A passion for learning new technologies and how to utilize them in a customer-facing environment.
• Exposure to working in a collaborative environment and owning customer escalations across internal teams.

Why Morae?

Morae's approach to employee development is unique in the marketplace. At Morae employees are given opportunities to progress at their own pace and to influence the course of their professional growth. This includes having the opportunity to earn a client facing role or even an oversight role within their first year

About Morae-

Morae is a dynamic, high-growth organization that provides an integrated suite of solutions to corporate law departments and law firms, and partners with leading software and services providers, both within and outside the legal industry. We are a young company but are made up of seasoned professionals in the legal industry, with a focus on building productive long-term relationships with employees and clients in an environment where collaboration is encouraged, knowledge is shared freely, and diversity of thought, cultures, communities, and points of view is embraced. Our team has the vision to create an effective solution for any business problem and the experience to execute that vision. Learn more at Our privacy policy can be found here .