Technical Support Specialist

Global provider of market leading solutions. Dynamic team culture. Competitive bonus programs. Collaborative cross-functional teams. World class benefits. Challenging and Rewarding work.

At Aderant, we power the world’s leading law and professional services firms. We focus on delivering world class products and services which are developed, marketed, sold, and supported by superior talent. The expertise and talent of our people have made us the largest independent provider of law firm technology in the world, and our people will drive our success in the future.

From internships and entry level positions to leadership roles at all levels, we offer rewarding and challenging opportunities that will propel your career in an environment where you can achieve your potential. We are always on the lookout for talented, energetic employees who are committed to driving success. Ours is a collaborative environment where you can leverage your expertise, learn and further your career.

As a Technical 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 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 company’s 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 bachelor’s degree is preferred, but not required.

0-1 year Work experience is preferred, but not required.

Candidates for this position should be familiar with SQL and relational databases.

Knowledge in Database Administration tasks are not required but a plus.

Able to resolve general product problems via telephone or email support.

Familiarity with Network and/or Windows native diagnostic tools are preferred.

Excellent writing, editing, interpersonal and communications skills.

Proficient PC skills used, as required, for testing, troubleshooting, call logging, product configuration.

Knowledge of network and PC architecture is not required but a plus.

Good problem solving abilities and logic skills.

Professional appearance and presentation required.

Equipment & Applications

PC and related software applications. Heavy telephone usage.

About us:
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, knowledge management, business intelligence, matter planning, calendaring and docketing. Aderant is an established and trusted partner due to its versatile and innovative technology solutions, superior customer support 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.

www.aderant.com