Product Support Specialist
$93,000–$135,000 year
On-siteChicago, Illinois, United States or San Francisco, California, United States
Job Summary
Track and manage internal and third-party application development or systems infrastructure change requests, including the related budgeting process. Interact with outside developers, clients, attorneys, and business professionals to address platform usage questions and assist in onboarding. Solve user issues by understanding pain points, communicating concerns internally, and influencing product decisions to improve user experience. Develop and implement customer success plans involving knowledge, training, and marketing tactics. Create and maintain project planning documentation, including business end-user requirements, workflows, key performance indicators, and quality assurance procedures. Coordinate training, support, documentation, and resource materials for processes and systems. Work extended and/or weekend hours as required.
Required Qualifications
- After orientation at Cooley LLP, exhibit proficiency in the Microsoft Office suite, iManage and other firm applications
- Ability to work extended and/or weekend hours, as required
- Ability to travel, as required
- 4+ years direct applicable experience (e.g., engaging with end-users to provide support of online services, including troubleshooting, and capturing any feedback and observations about end-user behaviors that might inform future product development or support documentation and processes)
- Senior candidates considered with 5+ years directly related experience
- Experience giving product presentations and demonstrations to small groups (1-5 people)
- Experience managing software development projects, in particular issue and new feature development tracking, with internal and third-party engineers and developers
Desired Qualifications
- Bachelor's degree
- Familiarity with collaboration tools such as Microsoft Teams, Intercom (or similar ticketing systems), kanban boards, and wiki tools
- Familiarity with project management processes, especially those related to application development
- Awareness of the capabilities of web technologies generally, especially HTML, CSS, and Python
- Experience working in a legal services environment with preference to experience in AMLAW 200 law firm or in-house legal department with greater than 50 attorneys
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