Technical Support Representative (Entry Level)

Posted:    07/27/2015
Job Type:    Full Time
Location:    US-FL-Tallahassee
Category:    Support

Job Description


At Aderant, we power the world’s leading law and professional services firms. We focus on delivering world class products and services which are developed, marketed, sold, and supported by superior talent. The expertise and talent of our people have made us the largest independent provider of law firm technology in the world, and our people will drive our success in the future.

From internships and entry level positions to leadership roles at all levels, we offer rewarding and challenging opportunities that will propel your career in an environment where you can achieve your potential. We are always on the lookout for talented, energetic employees who are committed to driving success. Ours is a collaborative environment where you can leverage your expertise, learn and further your career.

We offer careers across a spectrum of professional development tracks:

Research and Development
Product Management
Technical Support
Professional Services

One of the most compelling things we do is TAKE CARE OF YOU with great benefits including:

Competitive Compensation
Health, vision and dental insurance
401(k) with company match
Professional development programs
Tuition reimbursement
Paid time off
And much more

Basic Purpose
Provides technical support to customers, answering complex questions on function and usage of product via the telephone and/or Internet.  Serves as primary support liaison between company and customer.  May travel to customer sites on rare occasions.  Conveys customer feedback to product development staff.  Possesses thorough knowledge of company’s products used by customers. Operates under moderate supervision.

Essential Duties and Responsibilities

Resolves clients’ questions or problems over the telephone or Internet in the areas of system configurations/setup, product functionality and bugs/enhancements
Serves as primary support liaison between company and customer
Keeps customer informed of how and when problems are resolved
Involved in any additional follow up, testing and troubleshooting
Responsible for appropriate referral to other support and quality assurance areas
Conveys customer feedback to product development staff
Promotes and maintains a high quality, professional, service-oriented company image among users

Education and Work Experience
A bachelor’s degree is required – Computer Science, preferrably. Work experience is preferred, but not required.

Specialized Knowledge and Skills
Candidates for this position should be familiar with SQL and .Net programming, and have experience with relational databases. Able to resolve general product problems via telephone or email support.  Excellent writing, editing, interpersonal and communications skills. Proficient PC skills used, as required, for testing, troubleshooting, call logging, product programming. Good problem solving abilities and logic skills. Professional appearance and presentation required.

Equipment and Applications
PC and related software applications. Heavy telephone usage.

Work Environment and Physical Demands
General office environment. Moderate levels of stress may occur at times. No special physical demands required. Off hours may be required.
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