[New Job Vacancy] job in Litera, (Ahmedabad, Gujarat) – Jobs in Ahmedabad, Gujarat

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Job Opening details:-
Company Name :-
Litera
Position Name :-

Company Location :-
Ahmedabad, Gujarat
Job Category :
 General jobs

Full Job Description :-
A Day in the Life:
Provide customers with timely, accurate, and helpful answers to their support questions
Triage support cases and solve or escalate as appropriate for the type of issue
Ask targeted questions to diagnose problems
Deconstruct problems in a logical and structured manner
Reproduce simple to moderately complex problems with the Foundation product
Guide customers with simple, step-by-step instructions
Proactively communicate appropriate customer issue resolution expectations and updates in a clear and timely manner
Accurately record active support issues in case tracking and development systems to track status, manage escalations, document resolutions, and communicate with customers
Resolve tickets within target metrics for response times, stale cases, case satisfaction, case review/feedback, and other metrics
Conduct status checkpoints with customers on outstanding issues to ensure customer satisfaction
Provide excellent customer service and manage sensitive customers effectively
Manage multiple cases in a fast-moving environment.
Work extended hours as part of a scheduled rotation
Work with minimal supervision
Role Progression:
Within 1 month, you will:
Complete the 30-day onboarding program and pass all certification knowledge checks
Attend daily Customer Success team standup meetings to learn from peers and understand customer needs
Shadow experienced team members during their support shifts
Within 3 months, you will:
Complete the 90-day onboarding program and pass all certification knowledge checks
Cover assigned support shifts paired with an experienced partner
Research and answer basic customer questions
Replicate reported customer issues and perform initial troubleshooting
Within 6 months, you will:
Complete the 180-day onboarding program and pass all certification knowledge checks
Independently cover assigned support shifts and take ownership of support cases
Triage customer cases and solve or escalate as appropriate
About you:
3-7 years of total experience in the IT industry
Bachelor’s degree (include BCA holders as well)/Diploma Degree in Computer Science or Information Technology
Hands-on experience in application support/software support/desktop support
Ability to perform remote troubleshooting and provide clear instructions
Customer-oriented attitude
Possess excellent written and verbal communication skills
Ready to work in US/UK shifts
Strong experience in handling US Support.
Open to work in night shifts
Possess excellent English Spoken skills
Strong MS Office skills
Ability to adapt to new situations and learn new software applications quickly
Familiarity with law firms and legal technology preferred
What sets us apart?
Work with an experienced team that has a proven track record of excellence
Have the opportunity to learn new tools and trends in software support as we build a best-in-class customer experience
You’ll be challenged and encouraged to broaden your skills

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