Product Support Specialist

Product Support Specialist

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

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:

• 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

• 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

• 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

• 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…