Product Support Specialist

Perform first-level support and product management functions for online service offerings Work directly with the firm’s practitioners across offices and practice areas Collaborate with other technical teams Track and manage internal and third-party application development or systems infrastructure change requests Interact with outside developers, clients and their teams of attorneys, business professionals and Practice Engineering team members to help them with their questions regarding use of the platform Assist in onboarding and provide ongoing support with other team members to effectively and efficiently solve users’ issues Understand user pain points, clearly communicate their concerns internally and help influence product decisions that will create a better user experience Help develop and implement a customer success plan to better serve our users at scale Create and maintain project planning documentation Assist with coordination of training, support, documentation and resource material in support of processes and systems Requirements 4+ years direct applicable experience (e.g., engaging with end-users to provide support of online services, including troubleshooting) 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 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 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. Core Competencies Demonstrates expertise in first-level support and product management for online services, with a strong focus on user experience and collaboration across technical teams. Proficient in project management processes and familiar with web technologies, ensuring effective onboarding and support for users. Highest-signal resume keywords 4+ Years Experience In User Support Product Presentation And Demonstration Skills Software Development Project Management Familiarity With Microsoft Office Suite Experience In Legal Services Environment ATS Optimization Keywords Hard Skills User Support Troubleshooting Project Management Web Technologies HTML CSS Python Application Development Feature Development Tracking Customer Success Planning Soft Skills Collaboration Communication Problem-Solving Training Coordination User Experience Advocacy Industry Keywords Legal Services AMLAW 200 In-House Legal Department End-User Engagement Application Support Tools & Technologies Microsoft Teams Intercom Kanban Boards Wiki Tools IManage #J-18808-Ljbffr