Product Support Specialist, Customer Service and Support
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.
About the Role:
In this opportunity as Product Support Specialist, you will:

• 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.
• Provide support, primarily via phone and email, to product users (often involving complex issues and functionality)
• 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

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About You:
You are fit for the role if your background includes:

• 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
• Bachelor's Degree required
• Juris Doctorate preferred
• 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 (Product Support Specialists 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

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What's in it For You?
You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

• Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected
• Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
• Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
• Learning & Development: Linked In Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.
• Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.
• Purpose Driven Work: We have a superpower that we’ve never talked about with as much pride as we should – we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

Job Type: Full-time
Pay: Php35,000.00 - Php40,000.00 per month
Benefits:

• Health insurance
• Life insurance

Schedule:

• Shift system

Application Question(s):

• Notice Period:

Education:

• Bachelor's (Required)

Experience:

• Legal Customer Service: 2 years (Required)