Technical Product Support Specialist

Aderant North America, Inc.; United States; On-site; USD 55,000 - 75,000; Full time

Job summary

Aderant North America, Inc. is seeking a Product Support Specialist to deliver exceptional customer service and technical guidance on our software.

You will assist clients by resolving complex usage questions and issues via phone or web, while collaborating with product teams to improve functionality. The role emphasizes strong communication, troubleshooting, and precise documentation to ensure a high-quality service experience for our clients in the legal industry.

Qualifications

• Excellent general technical skills for troubleshooting software issues, networking issues, database issues, web issues, and related
• A bachelor’s degree is preferred, but not required.
• 1+ years’ software-related support experience is preferred, but not required.
• 1+ years’ experience working with customers is preferred, but not required.
• Candidates should be familiar with SQL, experience with relational databases, Windows OS and web applications.
• Basic knowledge of Legal environments is a plus.

Responsibilities

• Provides product and technical support to customers via phone and Internet.
• Serves as primary liaison between company and client.
• Conveys customer feedback to product development staff.
• Possesses thorough knowledge of company’s products used by customers.
• Operates under moderate supervision.
• Resolves clients' questions or problems in system configurations, product functionality and bugs/enhancements.
• Keeps customer informed of issue resolution progress.
• Participates in QA testing for implementation of changes.

Skills

Tech troubleshooting

SQL

Customer service

Windows

Web apps

Networking

Education

Bachelor's degree preferred

Tools

Salesforce

Ticketing system

Job description

Aderant North America, Inc. is seeking a Product Support Specialist to deliver exceptional customer service and technical guidance on our software.

You will assist clients by resolving complex usage questions and issues via phone or web, while collaborating with product teams to improve functionality. The role emphasizes strong communication, troubleshooting, and precise documentation to ensure a high-quality service experience for our clients in the legal industry.