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Technical Customer Support Representative

As a Customer Support Representative, you will provide front-line problem solving and document triage directly to customers and prospective customers. In addition, our Customer Support Representatives provide over-the phone training and consultative guidance to customers. Your support efforts will be focused on Litera Microsystems solutions. As a key member of our team, your responsibilities will be focused on answering customer and prospective customer questions related to installation, implementation or standard product usage via the phone or email. In addition, you will assist customers and prospective customers with issues related to their unique implementation of Litera Microsystems products.

What It Takes:

  • Ability to learn new things quickly.
  • Deconstruct problems in a logical and structured manner.
  • Diligently solve problems.
  • Communicate issues and status in a clear and timely manner.
  • Manage customer/prospective customer relationships effectively.
  • Manage multiple assignments in a fast-moving environment.
  • Work effectively with a team.
  • Keep colleagues, customers and prospective customers informed via clear communication.
  • Think on one's feet.
  • Adapt quickly to new situations.
  • Capture, understand and communicate customer and prospective customer needs to appropriate people.
  • Work extended hours as part of a scheduled rotation.
  • Interpret specifications and build solutions to those specifications.
  • Manage sensitive customers and prospective customers.
  • Outstanding interpersonal skills.
  • Outstanding writing skills.

 Key Responsibilities:

  •  Conduct periodic status checkpoints with customers on outstanding issues to ensure customer 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 customers and prospective customers.
  • Lead Web-based training sessions with customers and prospective customers.
  • Provide toolbar customization and other value-added services to customers and prospective customers.
  • Work with minimal supervision.

Qualifications

  • 1-3 years of experience providing customer-facing customer service or software support preferred
  • Experience with Microsoft Word styles and formats
  • Experience with Microsoft Exchange and email messaging systems
  • VBA experience desired
  • XML experience desired
  • College degree in MIS or computer programming preferred


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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