Job Description

Join Our Team at Litera: Where Legal Technology Meets Excellence

Litera has been at the forefront of legal technology innovation for over 25 years, crafting legal software to amplify impact and maximize efficiency. Developed by the best legal minds in the industry, our comprehensive suite of integrated legal tools is both powerful and user-friendly and simplifies the way modern firms manage core legal workflows, secure collaboration, and organize firm knowledge and experience. Every day, we help more than 2.3 million legal professionals focus on their craft. Litera: Less busy work, more of your life’s work.

As a Customer Support Analyst, you will play a key role in managing and resolving 1st and 2nd line technical incidents for our Peppermint products. Your primary focus will be on supporting Peppermint CX and CX365—applications built on Microsoft Dynamics and SharePoint—used by both Cloud and On-Premises customers. In this role, you’ll also support a range of client applications, with Microsoft Dynamics being the most critical due to its integration with core client systems and processes. You’ll be expected to develop a deep understanding of Dynamics 365 and other core business applications to provide effective, knowledgeable support. Your goal will be to ensure our products deliver maximum value by helping customers resolve issues and navigate their day-to-day use of the platform. Full training on our products and services will be provided.

Responsibilities

• Responding to calls, emails, or other forms of contact from customers and helping to answer their questions or resolve their issues

• Providing timely, intelligent and professional responses to customer queries

• Actively supporting the customer in all aspects through to problem resolution keeping the customer informed throughout the life of incident.

• Analysing customer problems to arrive at the most appropriate answer.

• Keeping accurate records of activities carried out when helping a customer

• Reporting defects and ensuring they are accurately described and properly researched before passing to development / product management

• Representing Peppermint with a meaningful, professional and enthusiastic disposition

• Contributing to continual process improvement in the customer support and other areas of the business as appropriate

About You

• Minimum of 2 years’ experience providing front-line and/or second-line support in an application software support environment

• Proven ability to deliver application-level support to external customers in a customer-facing role

• Strong troubleshooting and analytical skills for investigating application software and IT systems

• Clear and effective communication skills, with the ability to translate technical details and customer requirements across teams

• Familiarity with ITIL frameworks and best practices for SLA management

• Hands-on experience with Microsoft Dynamics CRM (2015, 2016, or D365), including configuration and customization

• Working knowledge of business systems (CRM or ERP), with the ability to understand and troubleshoot their functionality

• Experience with Microsoft SharePoint (2010 or Online)

• Proficiency in SQL for data analysis and issue resolution

• Exposure to Microsoft IIS (Internet Information Services)

• Experience supporting legal applications or working within a legal services environment is a plus

Why Join Litera?

• The company culture: We emphasize helping each other grow, doing the right thing always, and being part of a journey to amplify impact, creating an exciting and fulfilling work environment

• Commitment to Employees: Our people commitment is based on what employees love most about being part of the team, focusing on tools that matter to the difference-makers in the legal world and amplifying their impact

• Global, Dynamic, and Diverse Team: Our is a global company with ambitious goals and unlimited opportunities, offering a dynamic and diverse work environment where employees can grow, listen, empathize, and problem-solve together

• Comprehensive Benefits Package: Experience peace of mind with our health insurance, retirement savings plans, generous paid time off, and a supportive work-life balance. We invest in your well-being and future, ensuring a rewarding career journey.

• Career Growth and Development: We provide career paths and opportunities for professional development, allowing employees to progress through various technical and leadership roles