Technical Support Executive

Job Description

Join Our Team at Litera: Where Legal Technology Meets Excellence

Litera has been at the forefront of legal technology innovation for over 25 years, crafting legal software to amplify impact and maximize efficiency. Developed by the best legal minds in the industry, our comprehensive suite of integrated legal tools is both powerful and user-friendly and simplifies the way modern firms manage core legal workflows, secure collaboration, and organize firm knowledge and experience. Every day, we help more than 2.3 million legal professionals focus on their craft. Litera: Less busy work, more of your life’s work.

Position Overview: 

The Technical Product Support Executive is responsible for providing expert-level technical support to customers using our company's products. The role demands an individual with a strong technical background, excellent problem-solving skills, and a passion for helping customers achieve success with our products. 

Key Responsibilities: 

• Offer high-quality technical support to customers through various channels such as phone, email, chat, or remote sessions. 

• Troubleshoot complex technical issues related to product installation, configuration, operation, and performance. 

• Guide customers through step-by-step solutions in a clear, user-friendly manner. 

• Document technical support inquiries, analyze patterns, and provide feedback to the product development team for product improvement. 

• Keep up-to-date with product updates, changes, and new features to provide accurate and current support. 

• Create and maintain detailed technical documentation, FAQs, and knowledge base articles to empower customers to resolve issues independently. 

• Collaborate with the engineering or product teams to escalate unresolved issues and track them to resolution. 

• Provide input on product design and features from a technical support perspective, including usability and serviceability. 

• Conduct virtual or in-person training sessions and webinars for customers, partners, and internal teams. 

• Work closely with the sales and customer success teams to ensure a seamless customer experience from onboarding to ongoing support. 

• Participate in after-hours on-call rotation if required to provide 24/7 support for critical customer issues. 

Qualifications: 

• Bachelor’s degree in; Computer Science, Engineering, Information Technology, or a related technical field. 

• At least 2-3 years of experience in technical support, customer service, or a related technical role. 

• Strong technical acumen with the ability to quickly learn and understand complex technical products. 

• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users. 

• Experience with troubleshooting software, hardware, and network-related issues. 

• Familiarity with support ticketing systems and CRM software. 

• Strong organizational skills and the ability to manage multiple tasks and priorities. 

Preferred Skills: 

• Industry-specific certifications (e.g., ITIL, CompTIA, Microsoft, Cisco). 

• Experience with programming languages, databases, or scripting, if relevant to the product. 

• Knowle