Product Support Specialist (Legal Tracker)

Job Description

Job Description:

• Product Support Specialists provide ongoing product support and training to Legal Tracker users. The support team is a group of legal and technical professionals dedicated to providing expert level product support to corporate legal departments and law firms. The ideal candidate is a problem solver who is motivated by customer success.

Responsibilities:

• Provide support, primarily via phone and email, to product users (often involving complex issues and functionality)
• Conduct user training sessions
• Troubleshoot and test customer-reported product defects and issues
• Track and manage support activities
• Identify and escalate issues to appropriate internal personnel
• Advise users on best-practices
• Work cross-functionally with other Legal Tracker teams to ensure customer satisfaction
• Ensure customer retention and satisfaction
• Identify process opportunities, and develop and improve processes for trainings, support, and usage/adoption
• Recommend and advocate for product enhancements based on product expertise and analysis/evaluation of customer needs

Work Skills and Functions:

• Knowledge of legal processes, terms, and industry
• Familiarity and comfort with technology and databases to develop an “expert” level understanding of the product offerings and subject matter
• Ability to handle and identify priorities for multiple projects at the same time (CSAs manage their time and projects, ensuring that we meet or exceed our client obligations, and continue to develop deep client relationships)
• Ability to communicate information clearly in writing and over the phone
• Ability to handle support issues with tact and diplomacy
• Problem-solving skills
• Modify practices and procedures to meet individual customer situations, suggesting workarounds as needed
• Project management skills, aptitude or experience
• Regular and predictable attendance
• Ability to work in an office setting and participate in a knowledge share with team

Experience and Qualifications:

• Minimum of two years of experience working in the legal field, customer support or account management is required
• Experience in working with computer systems/databases preferred

Education:

• Bachelor of arts degree required
• Juris Doctorate preferred

Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services – Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

We are powered by the talents of 25,000 employees across more than 75 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

Accessibility

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

More information about Thomson Reuters can be found on thomsonreuters.com .