OverviewAderant is seeking a Product Support Specialist.Aderant is a global industry leading software company providing comprehensive business management solutions for law firms and other professional services organizations with a mission to help them run a better business. We are motivated by a collective desire to drive the legal industry to the forefront of innovation. With over 2,500 clients around the world, including 95 of the top AmLaw 100 firms, we are changing the outside perception of the legal sphere; where there was once resistance to modernization, we are creating a culture that embraces new ideas and technology.At Aderant, the “A” is more than just a letter. It is a representation of how we fulfill our foundational purpose, serving our clients. It embodies our core values and reminds us that to achieve success, every day must start with the “A”. We bring the “A” to life by fostering a culture of innovation, collaboration, and personal growth. We encourage our diverse teams to bring their whole selves to work – ideas, experience, and passion – to drive our mission forward. Our people are our strength.Role DescriptionAs a Product Support Specialist, you will play a key role in delivering exceptional customer service and ensuring client success with our products. In this dynamic role, you will serve as the first point of contact for client inquiries, providing guidance on product functionality, usage, and best practices. You will be responsible for addressing, documenting, and resolving client issues while adhering to established service level agreements (SLAs).By combining strong troubleshooting skills with excellent communication, you will help clients maximize the value of our solutions, ensure timely resolution of issues, and contribute to the continuous improvement of our products.ResponsibilitiesKey Responsibilities:Customer Support & Issue ResolutionProvide first-line product support to customers by answering questions on product functionality, configuration, and usage.Troubleshoot and resolve issues related to system setup, product functionality, and defects, escalating to appropriate teams when needed.Ensure scheduled jobs and automated processes complete successfully, performing follow-up troubleshooting as required.Communication & Customer ExperienceAct as the primary liaison between the company and the client, ensuring a professional and service-oriented experience.Keep customers informed on case progress, resolution timelines, and next steps.Conduct follow-up activities, including additional testing or validation, to confirm issue resolution.Collaboration & EscalationAccurately document and route cases to internal departments such as QA, Development, or Tier 2/Tier 3 Support when appropriate.Gather and convey customer feedback to our Product Management teams to support product improvements and enhancements.Work under moderate supervision while collaborating with cross-functional teams to drive issue resolution.Knowledge & Continuous ImprovementMaintain a thorough and up-to-date knowledge of company products, including new features and enhancements.Promote and uphold the company’s high-quality, professional image in every client interaction.Contribute to support documentation, process improvements, and knowledge sharing to enhance the customer experience.QualificationsDesired Skills and Attributes:Technical SkillsTroubleshooting ability for software, data, and related issues.Familiarity with Windows operating systems and web applications.Proficient in Windows-based tools for testing, troubleshooting, call logging, and product configuration.Experience with Salesforce or a comparable support ticketing system (preferred, not required).Basic understanding of Legal and/or Accounting environments (preferred, not required).Experience & EducationBachelor’s degree (preferred, not required).3+ years of software-related support experience (preferred, not required).3+ years of direct customer-facing experience (preferred, not required).Communication & CollaborationExcellent written and verbal communication skills, with strong editing and interpersonal abilities.Comfortable resolving client issues via telephone, email, and other remote channels.Professional demeanor and presentation in all client interactions.Problem-Solving & Analytical ThinkingStrong logical reasoning and problem-solving skills.Ability to analyze issues, identify root causes, and propose effective solutions.
