Product Support Specialist
Core
First-level support and product management for online service offerings, serving firm practitioners and clients across various practice areas.
Role type
Product Support Specialist (IC)
Builds
Online service platforms and internal systems infrastructure
Domain
Legal services / Law firm operations
Deliverable
product features
Required skills
Troubleshooting online services, managing software development projects, creating project planning documentation, developing customer success plans, presenting product demonstrations, capturing user feedback
Preferred skills
Project management processes, web technologies (HTML, CSS, Python), collaboration tools (Microsoft Teams, Intercom, kanban, wiki), legal services environment experience
Technologies
Microsoft Office, iManage, Microsoft Teams, Intercom, HTML, CSS, Python
Responsibilities
Track and manage application development or systems infrastructure change requests, interact with developers and clients to resolve platform questions, assist in onboarding and solving user issues, understand user pain points to influence product decisions, develop and implement customer success plans, create and maintain project planning documentation
Seniority
Mid-level to Senior, hands-on IC