Software Support Representative

NOTE: This is a hybrid position with 2 days in office/3 days remote.

Position Overview:

Reporting to the Vendor Support Manager for doeLEGAL, a wholly-owned subsidiary of Questel Orbit, Inc., and as part of the Client Services Team, this front-line support role will focus on identifying, troubleshooting, and resolving client issues using a collaborative approach. This position will interact directly with clients and is charged with providing courteous and timely support to our end-user community.

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Principal Duties & Responsibilities:

• Provide phone and ticket support for incoming queries and issues related to software for legal case management and electronic billing
• Identify, prioritize, resolve, document and communicate technical and operational issues
• Estimate problem resolution times through detailed collaboration with other team members
• Interact with clients and law firms, over the phone or via email, to provide support, prioritize appropriately and ensure resolutions
• Comfortably engage with clients and law firms in a highly professional and helpful manner
• Maintain high levels of client satisfaction through successful and timely resolution of technical and operational issues
• Provide regular status updates and reports to supervisor
• Work on special projects and other duties as assigned by management

Qualifications & Skills:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.

Education and Experience: Bachelor’s degree required or equivalent work experience. In addition, any combination of education, experience, and training which provides the following knowledge, skills, and abilities:

• 1-2 years related experience
• Client Services experience preferred
• Strong analytical, organizational, written, and verbal communication skills
• Quick learner with the ability to effectively multi-task in occasionally stressful situations
• Ability to work with autonomy and take direction as needed
• Highly motivated with a willingness to take initiative and complete assignments

Preferred Skills:

• Proficient in Microsoft Office
• Good time management skills
• Fluent in English
• Fluency in a second language, other than English, is preferred but not required

Supervision Received:

Supervision is provided by the Vendor Support Manager

Supervision Exercised:

No direct reports

Physical/Sensory/Mental Demands:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to individuals with disabilities to perform the essential functions.

• Consistently standing and/or sitting with the ability to meet with other team members
• Consistently operating a computer and other office productivity machinery
• Remembering names and details
• Maintaining confidentiality of all information that is or will be confidential and proprietary to Questel or Questel’s clients

Additional Requirements:

Verification of identity and criminal records check

Disclaimer

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Questel

Equal Employment Opportunity - All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other factors prohibited by law.