Technical Support Executive Jobs

The Technical Support Executive provides front-line problem solving and document triage directly to customers for a variety of our applications. In addition to technical issues, our team works with clients to help answer questions around installs, upgrades, customizations, how-to, best practices, and more. As a key member of our team, the Technical Support Executive will be focused on answering customer and prospective customer questions via phone, email, and chat.

A Day in the Life

• Provide toolbar customizations and other value-added services
• Manage multiple assignments in a fast-moving environment and work effectively with a team
• Address user tickets regarding software and application
• Provide analysis, repair, and reporting related to Word documents
• Perform walkthroughs for installing applications and renewing licenses
• Attend trainings delivered by different parts of the org such as product release training
• Manage customer/prospective customer relationships effectively
• Ensure customer satisfaction by conducting periodic status checkpoints on outstanding issues
• Provide timely updates for colleagues, customers and prospective customers
• Answer client calls, work a queue of cases, create accounts, contacts and cases
• Interpret specifications and build solutions to those specifications

About You

• Experience with legal documents, processes, or software preferred
• Ability to quickly learn and differentiate the acronyms and terminology our clients use
• Ability to perform remote troubleshooting
• Basic knowledge of IIS, DNS, DHCP, SCCM, VMware, Active Directory
• Know how to construct SQL queries to interact with the database
• Guide users with simple, step-by-step instructions with a customer-oriented attitude
• Understand how to ask for help and escalate to others as needed
• Experience with .Net, SQL, and/or Linux
• Familiar with DMS such as iManage, Opentext, NetDocs is preferred

Why Litera?

We strive to stay current with all employment trends and prioritize flexibility, employee well-being, and diversity, equity, and inclusion (DEI). Most of our employees are fully remote, and we do not have a return-to-office plan as we are more successful working remotely. Our generous PTO and ten flexible holidays promote work-life balance. And all our employees are encouraged to access personal development courses and tools in our internal learning management system.

Litera is an equal opportunity employer, and proud to be committed to diversity and inclusiveness. We will consider all qualified applicants without regard to race, color, nationality, gender, gender identity or expression, sexual orientation, religion, disability, or age.

Note: As we continually reevaluate pay transparency rules and requirements, in order to ensure we are compliant, we believe a direct approach to be most accurate. If you are a California, Colorado, Connecticut, Maryland, Nevada, New Jersey, New York, Ohio or Washington resident and this role is physically available in your state or classified as remote, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request. Please send an email identifying the title of the role you are interested in and the state you reside in to [email protected].

Litera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.