Product Support Specialist

Product Support Specialist Cooley is seeking a Product Support Specialist to join the Innovation team.

Position summary: Cooley Innovation embraces a culture of customer service excellence and all members of the department are expected to move this agenda forward. To that end, the Product Support Specialist will perform first-level support and product management functions for online service offerings. This role will work directly with the firm’s practitioners across offices and practice areas, other members of the Practice Engineering team, and will collaborate with other technical teams. Specific duties include, but are not limited to, the following:

Position responsibilities:
Track and manage internal and third-party application development or systems infrastructure change requests, including the related budgeting process
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 which might include knowledge, training, marketing, and customer success tactics
Create and maintain project planning documentation, including business end-user requirements, user and administrative workflows, key performance indicators and quality assurance procedures
Assist with coordination of training, support, documentation and resource material in support of processes and systems
All other duties as assigned or required

Skills and experience:
Required :
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
4+ years direct applicable experience (e.g., engaging with end-users to provide support of online services, including troubleshooting, and capturing any feedback and observations about end-user behaviors that might inform future product development or support documentation and processes). Senior candidates considered with 5+ years directly related experience.
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, with internal and third-party engineers and developers

Preferred :
Bachelor’s degree
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

Competencies :
Entrepreneurial by nature
Strong judgment
Unwavering ability to handle and maintain confidentiality regarding firm information, projects,
client data (if applicable)
Proactive, analytical mindset
Comfortable with technology and a willingness to learn more
Highly organized with excellent time management and project management skills and the ability to work independently to meet objectives and deadlines
Excellent communication skills with all levels of internal and external stakeholders
Sharp analytical skills and close attention to detail
Ability to work as a member of a client-service oriented team in a professional, approachable manner
Strong customer focus, with an emphasis on efficient and effective communications
Solid relationship management, presentation and collaboration skills
Ability to work independently and take initiative while ensuring compliance with applicable Cooley standards in development, delivery and support of business systems

Cooley offers a competitive compensation and excellent benefits package and is committed to fair and equitable employment practices.
  EOE.
  The expected annual pay range for this position with a full-time schedule is $93,000 - $135,000. Please note that final offer amount will be dependent on geographic location, applicable experience and skillset of the candidate. Senior level candidates may be considered for this position and would be eligible for a higher salary range based on experience.
  We offer a full range of elective benefits including medical, health savings account (with applicable medical plan), dental, vision, health and/or dependent care flexible spending accounts, pre-tax commuter benefits, life insurance, AD&D, long-term care coverage, backup care for children and/or adults and other parental support benefits. In addition to elective benefit options, benefited employees receive firm-paid life insurance, AD&D, LTD, short term medical benefits as well as 21 days of Paid Time Off (“PTO”) and 10 paid holidays each year. We provide generous parental leave and fertility benefits. New employees will attend a detailed benefit orientation to learn more about our many benefits and resources.