Litera Hiring for Product Support Executive at Ahmedabad, Gujarat, India Full Time

Job Description

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 minimal 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
• Hands-on experience in application support/software support/desktop support
• 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
• Ability to adapt to new situations and learn new software applications quickly
• 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