Software Support Specialist
Software Support Specialist
This front-line support role will focus on identifying, troubleshooting, and resolving client issues using a collaborative approach. This position will interact directly with clients and is charged with providing courteous and timely support to our end-user community.
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Principal Duties & Responsibilities:
- Provide phone and ticket support for incoming queries and issues related to software for legal case management and electronic billing
- Identify, prioritize, resolve, document and communicate technical and operational issues
- Estimate problem resolution times through detailed collaboration with other team members
- Interact with clients and law firms, over the phone or via email, to provide support, prioritize appropriately and ensure resolutions
- Comfortably engage with clients and firms in a highly professional and helpful manner
- Maintain high levels of client satisfaction through successful and timely resolution of technical and operational issues
- Provide regular status updates and reports to supervisor
- Work on special projects and other duties as assigned by management
Qualifications & Skills:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.
Education and Experience: Any combination of education, experience, and training which provides the following knowledge, skills, and abilities:
- 1-2 years related experience
- Client Services experience preferred
- Strong analytical, organizational, written, and verbal communication skills
- Quick learner with the ability to effectively multi-task in occasionally stressful situations
- Ability to work with autonomy and take direction as needed
- Highly motivated with a willingness to take initiative and complete assignments
Preferred Skills:
- Proficient in Microsoft Office
- Good time management skills
- Fluent in English
- Fluency in a second language, other than English, is preferred but not required
