Technical Support Executive
Location
Ahmedabad | India
Job description
Job Description
As a Technical Support Executive, you will play a crucial role in providing first-tier technical troubleshooting and problem-solving directly to our customers. As a key member of our Customer Care team, you will be responsible for answering technical inquiries related to product issues, best practices, configuration, and usage via email and phone to help achieve our customers' goals.
A Day in the Life: - Engage customers with empathy to determine and understand their objectives, both technical and non-technical.
- Provide customers with timely, precise, and helpful solutions to their technical support queries and product questions.
- Analyze technical support cases and solve or escalate depending on the complexity of the issue.
- Ask structured and detailed questions to diagnose technical issues
- Guide customers with straightforward, step-by-step instructions for technical issues.
- Summarize technical issues in a logical and straightforward manner to both customers and internal stakeholders
- Proactively communicate appropriate technical issue resolution expectations and updates in a clear and timely manner.
- Conduct status checkpoints with customers on outstanding issues to ensure customer satisfaction.
- Accurately record active technical support issues in case and development tracking systems to track status, manage escalations, document resolutions, and communicate with customers.
- Create and maintain comprehensive case notes to enable issue review and hand-over
- Resolve tickets within target metrics for response times, stale cases, customer satisfaction, case review/feedback, and others.
- Conduct status checkpoints with customers on outstanding issues to ensure customer satisfaction.
- Manage multiple technical cases in a dynamic environment.
- Work extended hours as part of a scheduled rotation.
About You: - Hands-on experience in technical support/software support/desktop support.
- Customer-oriented attitude with a deep understanding of various technical issues.
- Ability to engage and empathize with customers to understand their goals and objectives.
- Ability to perform remote troubleshooting and provide clear technical instructions.
- Excellent written and verbal communication skills.
- Open to work in night shifts.
- Strong MS Office skills and familiarity with various software applications.
- Ability to adapt to new situations and learn new software applications quickly.
- Familiarity with law firms and legal technology preferred.
Bonus Skills: - Experience with marketing tools and regulations
- Experience with CRM systems
- HTML, CSS, or JavaScript experience
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 [HIDDEN TEXT].
Litera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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