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Senior Product Support Specialist
2 months ago
**About Aderant**
Aderant, headquartered in Atlanta, Georgia, is a global industry leader in providing comprehensive legal business management software for law firms and other professional services organizations. Aderant is a market leader in technology solutions for practice and financial management, ebilling, knowledge management, business intelligence, matter planning, calendaring and docketing. Aderant is an established and trusted partner with its versatile and innovative technology solutions, superior customer service and reliable implementation process. Aderant operates as a unit of Roper Technologies, a constituent of the S&P 500, Fortune 1000 and the Russell 1000 indices.
Senior Product Support Specialist
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Job Description
Aderant is seeking a Senior Product Support Specialist to provide exceptional customer service to our clients by providing product support and answering complex questions on the function and usage of our product via telephone and/or internet.
, is a software house providing business management software for legal firms. Our talented and enthusiastic staff mean that we have become a trusted partner to firms of all sizes, from boutique firms based in one office, to global organizations spanning four continents. While our legacy has been providing on-premises software, were also embracing the opportunities presented by cloud services and taking advantage of them.
As a Product Support Specialist, you will be providing exceptional customer service to our clients by providing technical support and answering complex questions on the function and usage of our product via telephone and or internet. This dynamic role addresses, documents, and resolves client issues while adhering to service level agreements to move the product forward.
**Responsibilities:**
* Provides product and technical support to customers, answering complex questions on function and usage of product via the telephone and/or Internet.
* Serves as primary liaison between company and client.
* Conveys customer feedback to product development staff. Possesses thorough knowledge of companys products used by customers. Operates under moderate supervision.
* Resolves clients' questions or problems over the telephone or Internet in the areas of system configurations/setup, product functionality and bugs/enhancements.
* Keeps customer informed of how and when issues are resolved.
* Involved in any additional follow up, testing and troubleshooting.
* Responsible for appropriate referral to other departments and quality assurance areas.
* Promotes and maintains a high quality, professional, service-oriented company image among users.
**Skills & Requirements:**
* A bachelors degree is preferred, but not required.
* 5+ years work experience is preferred, but not required.
* Candidates for this position should be familiar with SQL, experience with relational databases, Windows Operating Systems.
* Basic knowledge of Accounting Practices not required but a plus.
* Basic knowledge of Legal environments not required but are a plus.
* Able to resolve general product problems via telephone or email support.
* Excellent writing, editing, interpersonal and communications skills.
* Proficient PC skills used, as required, for testing, troubleshooting, call logging, product configuration.
* Good problem-solving abilities and logic skills.
* Professional appearance and presentation required.
**Equipment & Applications:**
* PC and related software applications. Heavy telephone usage.
**Culture:**
Our purpose is to help law firms excel and to improve peoples lives. Our commitment to each other is to foster a culture of innovation, collaboration, and personal growth where challenging the norm is celebrated.
Culture unites and defines our global company. We encourage our diverse workforce to bring their whole selves to work
ideas, experience, and passion to drive our business forward. From entry level to experienced professional, our environment supports connection, the human kind.
Skills & Requirements
Qualifications
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