Product Specialist

Our Partner is the industry leader in delivering cloud-based services for eLaw. Our market leading software and services help legal related organisations conquer their eDiscovery, Litigation and Admin needs. We do this by providing a powerful SaaS platform with world-class support and engagement teams that help hundreds of law firms across the country manage large data sets, identify relevant information via AI and complex searches, and organise evidence to build compelling arguments to support their clients’ interests. 

Our Partner is venturing into International markets and is opening a new office in Bangalore to be able to meet the growing clients demand.

As a Product Specialist, you are responsible for assisting clients and users with their issues in a timely manner, escalating issues to the appropriate parties (as necessary) and making sure our internal processes for handling support are efficient.

ROLES AND RESPONSIBILITIES

• Manage and prioritise incoming product support inquiries via email on a daily basis.
• Provide high-level written and verbal support to clients.
• Post messages to appropriate Slack channels and/or Our Partner employees as necessary.
• Develop an understanding of customer support needs through a problem-solving approach and Escalate tickets to expert teams when necessary.
• Track and monitor repetitive support inquiries and escalate the need for additional support. topics and/or product enhancements to limit the support load.
• Collaborate with other service team members to assist with ad-hoc projects.
• On-call availability for after hours and weekend support.
• Manage which resources can help respond to specific tickets in Triage.
• Update support materials and support articles
• Manage and update our learning management system
• Retool and lead Our Partner 101, our introductory training course
• Support Standard Trainings/Onboarding and lead Personal coaching sessions on how to complete specific tasks within the software.
• Updating Zendesk auto-responses
• Become an expert on our Litigation suite and support staff and clients in it.
• Liaison with sales/cs about new client issues/onboarding (CS/sales/ES...)

KEY REQUIREMENTS:

• 3+ years prior experience as a Product Specialist.
• Good Knowledge of SEV 1-3 ticket systems and workflows and appropriate tools like Zendesk is desirable. 
• Working Knowledge of iSpring and  Clio is desirable.
• Working Knowledge of Command Line and  Sublime Text is desirable.
• Working Knowledge of Excel is desirable.
• Experience with writing Knowledge base articles is highly desirable.
• Strong English communication skills, both written and spoken, is crucial.
• Should be a self-starter, logical thinker, quick learner and have a detail oriented mindset.
• Should have strong problem-solving skills with an emphasis on troubleshooting and identifying root causes of complex issues and are not afraid to handle time-critical tasks.
• Should be comfortable handling a mix of development, support, and maintenance tasks, adapting to the needs of the team and clients. 
• Strong interpersonal skills, with ability to work both independently as well as part of a team.