Product Support Specialist with Legal Tracker

Manila - Philippines

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

Product Support Specialist with Legal Tracker Operations Customer Services & Support

Position Overview:

As aProduct Support Specialist with Legal Tracker you will play a key role in helping Legal Tracker customers succeed by delivering expert product support user training and guidance on best practices. Working with a team of legal and technical professionals you will support corporate legal departments and law firms in maximizing the value of the platform. This role requires strong customer focus sound judgment problem-solving ability and the flexibility to work effectively duringU.S. shift hoursin a collaborative fast-paced environment.

About the Role

In this opportunity as aProduct Support Specialist with Legal Tracker you will:

Deliver high-quality product support to Legal Tracker users primarily via phone and email resolving a wide range of functional and complex customer issues.
Lead user training sessions to support onboarding product understanding and ongoing customer adoption.
Troubleshoot and test customer-reported issues and product defects ensuring accurate case documentation and clear communication throughout the support process.
Track and manage support activities to ensure timely follow-up accountability and a consistent customer experience.
Escalate issues to the appropriate internal stakeholders and partner across teams to support effective resolution.
Advise customers on product best practices workflow optimization and effective system usage.
Collaborate cross-functionally with other Legal Tracker teams to strengthen customer satisfaction retention and long-term success.
Identify opportunities to improve support training and adoption processes helping drive operational efficiency and service excellence.
Recommend and advocate for product enhancements based on customer feedback product expertise and analysis of user needs.
Manage multiple priorities effectively while maintaining a high standard of professionalism responsiveness and customer care.

About You

Youre a fit for the role ofProduct Support Specialist with Legal Trackerif your background includes:

At least2 years of experiencein the legal field customer support account management or another relevant client-facing environment.
Abachelors degreeis required; aJuris Doctoris preferred.
Knowledge oflegal processes terminology and industry practices.
Experience working withcomputer systems and databasesis preferred.
Strong comfort with technology systems and databases with the ability to build expert-level knowledge of Legal Tracker products.
Excellent written and verbal communication skills with the ability to communicate clearly and confidently with users at different levels of experience.
Strong problem-solving and analytical skills with the ability to identify root causes prioritize effectively and recommend practical solutions.
The ability to manage multiple responsibilities at once while maintaining strong attention to detail and meeting customer commitments.
A professional and diplomatic approach to customer support particularly when handling challenging or sensitive issues.
Project management aptitude or experience supported by strong organization and follow-through.
A collaborative mindset dependable attendance and the ability to contribute positively to a team-based office environment.
Flexibility to work duringU.S. shift hours.

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Whats in it For You

Hybrid Work Model: Weve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities whether caring for family giving back to the community or finding time to refresh and reset. This builds upon our flexible work arrangements including work from anywhere for up to 8 weeks per year empowering employees to achieve a better work-life balance.
Career Development and Growth: By fostering a culture of continuous learning and skill development we prepare our talent to tackle tomorrows challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow lead and thrive in an AI-enabled future.
Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation two company-wide Mental Health Days off access to the Headspace app retirement savings tuition reimbursement employee incentive programs and resources for mental physical and financial wellbeing.
Culture: Globally recognized award-winning reputation for inclusion and belonging flexibility work-life balance and more. We live by our values: Obsess over our Customers Compete to Win Challenge (Y)our Thinking Act Fast / Learn Fast and Stronger Together.
Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental Social and Governance (ESG) initiatives.
Making a Real-World Impact:We are one of the few companies globally that helps its customers pursue justice truth and transparency. Together with the professionals and institutions we serve we help uphold the rule of law turn the wheels of commerce catch bad actors report the facts and provide trusted unbiased information to people all over the world.

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal tax accounting compliance government and media. Our products combine highly specialized software and insights to empower professionals with the data intelligence and solutions needed to make informed decisions and to help institutions in their pursuit of justice truth and transparency. Reuters part of Thomson Reuters is a world leading provider of trusted journalism and news.

We are powered by the talents of 26000 employees across more than 70 countries where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity accuracy fairness and transparency are under attack we consider it our duty to pursue them. Sound exciting Join us and help shape the industries that move society forward.

As a global business we rely on the unique backgrounds perspectives and experiences of all employees to deliver on our business goals. To ensure we can do that we seek talented qualified employees in all our operations around the world regardless of race color sex/gender including pregnancy gender identity and expression national origin religion sexual orientation disability age marital status citizen status veteran status or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.

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More information about Thomson Reuters can be found on .

Required Experience:

Product Support Specialist with Legal Tracker Operations Customer Services & SupportPosition Overview:As aProduct Support Specialist with Legal Tracker you will play a key role in helping Legal Tracker customers succeed by delivering expert product support user training and guidance on best practic...