Legal Analytics Product Support Specialist

RELX International; Texas; Remote; USD 45,000 - 74,000; Full time

Benefits offered by this job

Health benefits

401(k) with match

Employee Share Purchase Plan

Wellbeing platform and resources

Time-off programs

Job summary

Lex Machina, part of RELX, seeks a Product Support Specialist I to assist customers with product questions and issues, primarily during Pacific Time business hours. You will become an expert user of Lex Machina and bridge the gap between customers and the product engineering team.

You'll resolve inquiries via email, chat, and occasional calls, gather user insights, and help improve the Legal Analytics product while delivering high-quality support and training to users.

Qualifications

• Experience in a professional environment.
• Experience as attorney or in the legal field is required for this job.
• Ability to handle stressful situations with patience and flexibility.
• Excellent written and verbal communication.
• Strong time management and multitasking skills.
• Proficiency with Microsoft Office and Google Apps.

Responsibilities

• Assisting users with all levels of questions ranging from basic product question to complex legal inquiries
• Becoming an expert user of Lex Machina and providing guidance and training to users
• Providing solutions to ensure client satisfaction primarily via email, with some live chat, and occasionally by telephone
• Covering various support channels through close of business Pacific Time
• Acting as a voice-of-the-customer to the Product Engineering Team
• Escalating product bugs or data issues to the appropriate teams
• Gathering and reporting on user insights, customer service trends, and product development suggestions and collaborating with internal teams to address feedback
• Conducting occasional customer trainings on Lex Machina's basics

Skills

Legal experience

Communication skills

Customer focus

Time management

Team player

Tools

Microsoft Office

Google Apps

Job description

Lex Machina, part of RELX, seeks a Product Support Specialist I to assist customers with product questions and issues, primarily during Pacific Time business hours. You will become an expert user of Lex Machina and bridge the gap between customers and the product engineering team.

You'll resolve inquiries via email, chat, and occasional calls, gather user insights, and help improve the Legal Analytics product while delivering high-quality support and training to users.