Product Support Specialist with Legal Tracker | Operations Customer Services & Support

Position Overview:

As a Product 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 during U.S. shift hours in a collaborative, fast-paced environment.

About the Role

In this opportunity as a Product 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

You're a fit for the role of Product Support Specialist with Legal Tracker if your background includes:

• At least 2 years of experience in the legal field, customer support, account management, or another relevant client-facing environment.
• A bachelor's degree is required; a Juris Doctor is preferred.
• Knowledge of legal processes, terminology, and industry practices.
• Experience working with computer systems and databases is 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 during U.S. shift hours.

What’s in it For You?

• Hybrid Work Model: We’ve 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 tomorrow’s 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 26,000 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 thomsonreuters.com.