Product Support Specialist I

Product Support Specialist I (Pacific Time)

Would you like to provide first-class guidance and support to the customer?

Are you interested in working with cutting-edge legal technology?
 

About our Team
 

Lex Machina fundamentally changes how companies and law firms compete in the business and practice of law. The company provides strategic insights on judges, lawyers, law firms, parties, and other critical information across dozens of federal practice areas and a rapidly growing number of state courts. Lex Machina allows law firms and companies to anticipate the behaviors and outcomes that different legal strategies will produce, enabling them to win cases and close business. Headquartered in Silicon Valley, Lex Machina is part of LexisNexis, a leading global provider of legal, regulatory, and business information and analytics. For more information, please visit www.lexmachina.com.
About the Role
 

As a Product Support Specialist I at Lex Machina, you'll work closely with customers to resolve issues and answer questions. You'll have a great chance to learn the business from scratch and understand the premier Legal Analytics product. This role is a member of the Product Engineering Team organization and as such will act as a bridge between the customers who use the product and the people who are building the product.

Location

Applicants must be able to work regular Pacific Time business hours.
 

Responsibilities

• Assisting users with all levels of questions ranging from basic product question to complex legal inquiries
• Becoming an expert user of Lex Machina and providing guidance and training to users
• Providing solutions to ensure client satisfaction primarily via email, with some live chat, and occasionally by telephone
• Covering various support channels through close of business Pacific Time
• Acting as a voice-of-the-customer to the Product Engineering Team
• Escalating product bugs or data issues to the appropriate teams
• Gathering and reporting on user insights, customer service trends, and product development suggestions and collaborating with internal teams to address feedback
• Conducting occasional customer trainings on Lex Machina's basics

Requirements

• Be able to work independently and as a team player while using professional judgment
• Write clearly and concisely
• Experience in a professional environment
• Experience as attorney or in the legal field is required for this job
• Experience handling stressful situations with patience and flexibility
• Possess time management skills; ability to multi-task
• Possess excellent customer-focus skills
• Strong communication and interpersonal skills
• Experience in Microsoft Office, Google Apps

Preferred Qualifications

• Experience working in a legal library or in a research role
• Experience with legal research tools
• Familiarity with customer support processes and software
• Experience in writing knowledge base articles, tutorial video production, or learning management systems 
• Skill with data analysis (gain insight into our customer support performance metrics and customer feedback)

Work in a way that works for you
 

We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.
 

Working for you
 

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
- Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
- Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
- Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
- Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
- Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
- Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
- Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice
 

Commitment to Inclusion & Diversity

At LexisNexis Legal & Professional, part of RELX, we are deeply committed to inclusion and diversity (I&D), viewing it as a competitive advantage that enriches our work. Our Code of Ethics and Business Conduct reinforces this commitment, prohibiting discrimination and supporting fair hiring and career growth for individuals of all backgrounds, identities, and abilities.

Our teams span the globe, uniting varied cultures and ideas to tackle complex issues for customers. As we strengthen our inclusive culture, our hiring managers and I&D talent networks work diligently to reduce bias and recruit diverse talent worldwide. Learn more about how we’re fostering a culture of inclusivity here (https://www.lexisnexis.co.uk/insights/advancing-what-s-possible-through-inclusion-and-diversity/index.html). 

About the Business
 

LexisNexis Legal & Professional® provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis® and Nexis® services.

Salary Range
 

To be added when data can be disclosed.

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.

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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

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