Product Support Specialist with Legal Tracke

Product Support Specialist with Legal Tracker | Operations Customer Services & Support

Position Overview:

This role requires strong customer focus, sound judgment, problem-solving ability, and the flexibility to work effectively during U.S. shift hours in a collaborative, fast-paced environment.

About the Role

In this opportunity as a Product Support Specialist with Legal Tracker, you will:

• Deliver high-quality product support to Legal Tracker users, primarily via phone and email, resolving a wide range of functional and complex customer issues.
• Lead user training sessions to support onboarding, product understanding, and ongoing customer adoption.
• Troubleshoot and test customer-reported issues and product defects, ensuring accurate case documentation and clear communication throughout the support process.
• Track and manage support activities to ensure timely follow-up, accountability, and a consistent customer experience.
• Escalate issues to the appropriate internal stakeholders and partner across teams to support effective resolution.
• Advise customers on product best practices, workflow optimization, and effective system usage.
• Collaborate cross-functionally with other Legal Tracker teams to strengthen customer satisfaction, retention, and long-term success.
• Identify opportunities to improve support, training, and adoption processes, helping drive operational efficiency and service excellence.
• Recommend and advocate for product enhancements based on customer feedback, product expertise, and analysis of user needs.
• Manage multiple priorities effectively while maintaining a high standard of professionalism, responsiveness, and customer care.

About You

You're a fit for the role of Product Support Specialist with Legal Tracker if your background includes:

• At least 2 years of experience in the legal field, customer support, account management, or another relevant client-facing environment.
• A bachelor's degree is required; a Juris Doctor is preferred.
• Knowledge of legal processes, terminology, and industry practices.
• Experience working with computer systems and databases is preferred.
• Strong comfort with technology, systems, and databases, with the ability to build expert-level knowledge of Legal Tracker products.
• Excellent written and verbal communication skills, with the ability to communicate clearly and confidently with users at different levels of experience.
• Strong problem-solving and analytical skills, with the ability to identify root causes, prioritize effectively, and recommend practical solutions.
• The ability to manage multiple responsibilities at once while maintaining strong attention to detail and meeting customer commitments.
• A professional and diplomatic approach to customer support, particularly when handling challenging or sensitive issues.
• Project management aptitude or experience, supported by strong organization and follow-through.
• A collaborative mindset, dependable attendance, and the ability to contribute positively to a team-based office environment.
• Flexibility to work during U.S. shift hours.