Senior Product Support Specialist

Aderant is a global industry leading software company providing comprehensive business management solutions for law firms and other professional services organizations with a mission to help them run a better business. We are motivated by a collective desire to drive the legal industry to the forefront of innovation. With over 2,500 clients around the world, including 95 of the top AmLaw 100 firms, we are changing the outside perception of the legal sphere; where there was once resistance to modernization, we are creating a culture that embraces new ideas and technology.

At Aderant, the “A” is more than just a letter. It is a representation of how we fulfill our foundational purpose, serving our clients. It embodies our core values and reminds us that to achieve success, every day must start with the “A”. We bring the “A” to life by fostering a culture of innovation, collaboration, and personal growth. We encourage our diverse teams to bring their whole selves to work – ideas, experience, and passion – to drive our mission forward.

Our people are our strength.

Role Description:

As a Product 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 product and technical support to customers, answering complex questions on function and usage of products via the telephone or Internet and potent.
• 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.
• Ensure scheduled jobs complete successfully and troubleshoot as needed.
• Participate in the application development review process and perform QA testing to ensure successful implementation of application changes and enhanced functionality.

Qualifications:

• A bachelor’s degree is preferred but not required.
• 5+ years’ experience working with external clients.
• 3+ years’ software-related support experience is preferred but not required.
• Strong understanding of software functionality and workflows; able to troubleshoot and resolve issues (software, networking, database, web).
• Excellent communication skills for explaining features, training users, and guiding best practices; advanced de‑escalation and expectation management with clients. (verbal and written)
• Problem‑solving and workflow analysis; effective collaboration across development, QA, and product management.
• Familiarity with billing, accounting, timekeeping, or expense tracking.
• Law firm accounting, guideline compliance, medical billing or insurance background is a plus.
• Customer‑focused mindset with professionalism and patience in high‑pressure situations.
• General technical skills: SQL experience with transactional databases, Windows OS and web applications.