Summary
Provides technical support to customers. Primary duty
involves execution of complex tasks associated with
the ongoing support of PerfectLaw® products. Requires
an integrated skill set, knowledge of the technologies
associated with installing, configuring, customizing,
and integrating PerfectLaw products, and basic understanding
of the business functions supported by PerfectLaw®
products. This position operates under moderately
close supervision.
Responsibilities
Work as member of the PerfectLaw® customer support
specialist team. Primary duties include the following:
- Provide front-line support for PerfectLaw® customers.
- Requires an ability to listen closely and clearly
identify the customer’s issues and needs. Must
have strong troubleshooting and research skills to
successfully resolve customer’s issues in accordance
with PerfectLaw® service maintenance and installation
contracts
- Follow through on support calls to complete closure,
by proactively contacting the customer to ensure
that their issue has been resolved to their satisfaction.
- Effectively manage many support calls and other
tasks at one time.
- Escalate to and work with product development or
senior employees as necessary to resolve issues in
accordance with PerfectLaw® service maintenance and
installation contracts.
- Coordinate and implement service pack delivery
and product upgrades. Effectively carry out the project
plan to ensure minimal effect on the customer’s
production environment. This may occasionally require
travel to customer sites. Participate on internal
project teams. Identify project issues and communicate
to the customer’s lead contact.
- Work cooperatively with team members to successfully
execute the overall team plan.
Requirements include:
- Complete project task responsibilities correctly
and on schedule.
- Present a professional demeanor in
terms of interaction with team members, other employees,
partners, and customers.
- Regular, reliable, predictable
attendance at work.
- Must be able to work regular
business hours, travel to client’s site and
occasional evenings and/or weekends as necessary.
- Provide on-call support on a rotating basis.
- Provide product training as necessary.
- Perform
other duties that may be assigned.
Qualifications
To perform this job
successfully, an individual must be able to perform
each essential duty satisfactorily. The following
requirements are representative of the knowledge,
skill, and/or ability required:
- Bachelor's degree
in computer science or business or other related
field.
- One year of experience in at least one of the
following areas:
- Microsoft SQL Server database administration
- Competent
knowledge of the Legal industry
- Competent knowledge
of accounting
- Ability to represent PerfectLaw in
a professional manner to customers and the business
community at large. Professional appearance and presentation
required.
- Excellent written communications.
- Excellent verbal
communications.
- Effective interpersonal skills and
ability to work in a team environment.
- Equivalent
combination of education and experience may substitute
for stated requirements.
- Proficiency in the following
products and/or technologies:
- Microsoft Word
- Microsoft Excel
- Microsoft Access
- Microsoft Windows
- Microsoft Visual Basic
- Programming
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