Product Support Specialist with Legal Tracker

Product Support Specialist with Legal Tracker | Operations Customer Services & Support Position Overview: As a  Product Support Specialist with Legal Tracker , you will play a key role in helping Legal Tracker customers succeed by delivering expert product support, user training, and guidance on best practices. Working with a team of legal and technical professionals, you will support corporate legal departments and law firms in maximizing the value of the platform. This role requires strong customer focus, sound judgment, problem-solving ability, and the flexibility to work effectively during U.S. shift hours in a collaborative, fast-paced environment. About the Role In this opportunity as a  Product Support Specialist with Legal Tracker, you will: Deliver high-quality product support to Legal Tracker users, primarily via phone and email, resolving a wide range of functional and complex customer issues. Lead user training sessions to support onboarding, product understanding, and ongoing customer adoption. Troubleshoot and test customer-reported issues and product defects, ensuring accurate case documentation and clear communication throughout the support process. Track and manage support activities to ensure timely follow-up, accountability, and a consistent customer experience. Escalate issues to the appropriate internal stakeholders and partner across teams to support effective resolution. Advise customers on product best practices, workflow optimization, and effective system usage. Collaborate cross-functionally with other Legal Tracker teams to strengthen customer satisfaction, retention, and long-term success. Identify opportunities to improve support, training, and adoption processes, helping drive operational efficiency and service excellence. Recommend and advocate for product enhancements based on customer feedback, product expertise, and analysis of user needs. Manage multiple priorities effectively while maintaining a high standard of professionalism, responsiveness, and customer care. About You You're a fit for the role of  Product Support Specialist with Legal Tracker  if your background includes: At least 2 years of experience in the legal field, customer support, account management, or another relevant client-facing environment. A bachelor's degree is required; a Juris Doctor is preferred. Knowledge of legal processes, terminology, and industry practices. Experience working with computer systems and databases is preferred. Strong comfort with technology, systems, and databases, with the ability to build expert-level knowledge of Legal Tracker products. Excellent written and verbal communication skills, with the ability to communicate clearly and confidently with users at different levels of experience. Strong problem-solving and analytical skills, with the ability to identify root causes, prioritize effectively, and recommend practical solutions. The ability to manage multiple responsibilities at once while maintaining strong attention to detail and meeting customer commitments. A professional and diplomatic approach to customer support, particularly when handling challenging or sensitive issues. Project management aptitude or experience, supported by strong organization and follow-through. A collaborative mindset, dependable attendance, and the ability to contribute positively to a team-based office environment. Flexibility to work during U.S. shift hours. #LI-KG1 What’s in it For You? Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected. Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon ... (truncated, view full listing at source)