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Technical Customer Support Representative

Are you endlessly curious and driven to discover the "why" behind a problem? Do you love solving new challenges every day, and finding a way to make your unique mark on a team? Do you hate it when people say "that's not my job"? We are looking for inquisitive problem solvers and troubleshooting experts to join our Customer Support team. Customer Support Representatives provide front-line problem solving and document triage directly to clients and prospective clients. In addition, you will provide over-the phone training and consultative guidance to clients. Your support efforts will be focused on Litera Microsystems' solutions. As a key member of our team, your responsibilities will be focused on answering client and prospective client questions related to installation, implementation or standard product usage via the phone or email. In addition, you will assist clients and prospective clients with issues related to their unique implementation of Litera Microsystems' products.

Customer Support Representatives have some of the most frequent contact with our customers, and are in a special position to influence our company adoption and retention goals.

Litera Microsystems is a successful, growing, commercial software product company. We at Litera Microsystems are strong believers in a healthy work-life balance with added benefits you don't find everywhere. We work hard, play hard and give back to the community.

What it Takes:

  • Quick thinking
  • Attention to detail
  • Intuitive troubleshooting
  • Strong initiative, drive and self-direction.
  • Proficiency at juggling multiple tasks.
  • Being comfortable in a fast-moving and quickly-changing environment.
  • Partnering with others to accomplish goals.
  • Deconstruct problems in a logical and structured manner.
  • Diligently solve problems.
  • Communicate issues and status in a clear and timely manner.

Key Responsibilities:

  • Conduct periodic status checkpoints with clients on outstanding issues to ensure client satisfaction.
  • Reproduce simple to moderately complex problems with all of the Litera Microsystems' products.
  • Provide analysis, repair and reporting related to Word documents as part of the DocER (Emergency Room) service and as part of the pre-sales process.
  • Lead Web-based product demonstrations to clients and prospective clients.
  • Lead Web-based training sessions with clients and prospective clients.
  • Provide toolbar customizations and other value-added services to clients and prospective clients.
  • Work with minimal supervision.
  • Outstanding interpersonal skills.
  • Outstanding writing skills.

Qualifications:

  • Experience with Microsoft Word styles and formats.
  • VBA experience desired.
  • XML experience desired.
  • College degree in MIS or computer programming preferred.
  • Demonstrated experience solving real customer problems.
  • Don't be a jerk.

We recruit people with talent, curiosity and the essential skills for our business. We offer rewarding competitive benefits in a casual work environment with innovative solutions and sincere appreciation by management.

Who We Are:

Litera Microsystems is the leading provider of software for drafting, proofreading, comparing, repairing and cleaning documents in the legal and life sciences industries worldwide. Our core products empower users to generate, review, and distribute high-quality content quickly and securely, from any device. Today, Litera Microsystems supports thousands of document-intensive organizations across the globe, helping them satisfy the complex demands of clients and regulators.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • SpringFrameworks
    • AccessDatabases
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • SQLiteDatabases
    • IllustratorDesign
    • PhotoshopDesign
    • Aha!Management
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM
    • HubspotEmail
    • HubspotLead Gen

Location

Our office in Riverside Plaza looks over the river, is close to several train and bus stops and a short walk away from restaurants downtown.

An Insider's view of Litera Microsystems

How do you collaborate with other teams in the company?

Our culture is heavily focused on collaboration and growth, and everyone is approachable, from the CEO right through to the developers. Though I'm in sales, I regularly speak with our customer success, product, and marketing teams.

Abhijat

Director of International Sales

How has your career grown since starting at the company?

The best part of working here has been the opportunity to grow and learn. I started when I was 23 and have had many different roles and responsibilities on my journey with the company.

Nick

Senior Consultant

What is your vision for the company?

At Litera Microsystems, we know that a great culture emerges from the people you hire. We hire the best and brightest, and take pride in taking care of our employees who in return, take care of us and our clients.

Brittani

VP of Human Resources

How do your team's ideas influence the company's direction?

I'm inspired by the talented group of people I work with. One of the many benefits of working with a small company is that everyone has a direct impact on the outcome of our business. There is a sense of pride and ownership.

Kim

Business Analyst

What are Litera Microsystems Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Health Insurance Benefits
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Flexible Work Schedule
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences

Additional Perks + Benefits

Our benefits package goes beyond health insurance, PTO and 401ks. We provide our employees with plenty of opportunities for volunteering, flexible work hours, options to occasionally work from home, snacks in the kitchen and group happy hours.

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