Product Support Specialist

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
• Absorb 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
• Create and maintain project planning documentation, including business end-user requirements, user and administrative workflows, key performance indicators and quality assurance procedures
• Aid in coordination of training, support, documentation and resource material in support of processes and systems

Skills and experience

• 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

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

Pay and benefits

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.

We offer a competitive compensation and excellent benefits package and are committed to fair and equitable employment practices. EOE.

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.