Technical Product Support Specialist (Legal Software)

Aderant; Greater London; On-site; GBP 30,000 - 50,000; Full time

Job summary

Aderant is seeking a Product Support Specialist to deliver exceptional technical service to our global client base. You will answer complex questions on our software via phone or web, troubleshoot issues, and document resolutions to help clients run their practice more effectively.

In this role you will act as the main liaison between clients and internal teams, relay feedback to product development, and participate in QA testing to ensure successful releases and continued product quality.

Qualifications

• Bachelor’s degree preferred but not required.
• 1+ years software-related support experience preferred, but not required.
• 1+ years’ experience working with customers is preferred, but not required.
• Candidates should be familiar with SQL and relational databases, Windows OS and web applications.
• Salesforce or comparable support ticketing system experience is a plus.

Responsibilities

• Provides product and technical support to customers, answering complex questions on function and usage of product via the telephone and/or Internet.
• Serves as primary liaison between company and client.
• Conveys customer feedback to product development staff.
• Resolves clients’ questions or problems over the telephone or Internet in areas of system configurations/setup, product functionality and bugs/enhancements.
• Keeps customer informed of how and when issues are resolved.
• Involved in any additional follow up, testing and troubleshooting.
• Responsible for appropriate referral to other departments and quality assurance areas.
• Promotes and maintains a high quality, professional, service-oriented company image among users.
• Participate in QA testing to ensure successful implementation of application changes.

Skills

Technical troubleshooting

SQL

Customer service

Problem solving

Communication skills

Education

Bachelor's degree (preferred)

Tools

Salesforce

Ticketing system

Windows OS

Relational databases

Job description

Aderant is seeking a Product Support Specialist to deliver exceptional technical service to our global client base. You will answer complex questions on our software via phone or web, troubleshoot issues, and document resolutions to help clients run their practice more effectively.

In this role you will act as the main liaison between clients and internal teams, relay feedback to product development, and participate in QA testing to ensure successful releases and continued product quality.