Product Specialist
3 weeks ago
Customer Services · USA (Remote), Canada (Remote) · Fully Remote
We usually respond within a week
About BigHandBigHand offers technology solutions for busy legal professionals that provide data and insights to increase value and profits. Through technology, insight and experience, we deliver success for our clients future. We enable our clients to give their customers a better experience while empowering their people to be their best.
We are a business driven by our values and have these at the centre of everything we do. Our BigHanders are dedicated to building a culture where we win together, we learn, we give back, we believe in each other and we find the fun. We are proud to have ranked in Great Places to Work top 50 “UK’s Best Workplaces” list for 6 years.
The Legal Documents Product Specialist willhave a full understanding of the BigHand Document Creation (including Styles and Doc ID) products to efficiently implement the software, consult and provide best practice guidance with clients, and support the product post go live.
The ProductSpecialistwill be responsible forraisingcustomer inquiries, prioritize, document, analyse, troubleshoot, and resolve client issues via the CRM tool within the incident management process. You'll also focus on the creation of templates and all associated configurations including ribbons, forms, styles and dynamic content, and content wizards.
- Install BigHand “software” on client site or remotely and configure as needed.
- Design and build customized Microsoft Office templates and associated configurations (including customization of the UI, ribbons and wizards, dynamic document content and printing configurations) within the agreed timelines.
- Perform quality control tests against customized templates and configuration files.
- Delivery of customized templates and configuration files to the client for testing and provide support during testing.
- To review and interpret project scopes and obtain clarification and supporting materials where needed.
- Triage issues raised by clients and escalate where required.
- Produce final hand-over documentation as agreed.
- Keep the PM informed on the progress of the project against plan and raise issues and concerns in a timely manner.
- Advanced knowledge of Microsoft Office applications (Word, PowerPoint and Excel).
- Able to diagnose and troubleshoot issues with a pro-active approach to finding the best solution.
- Self-motivated with the ability to work both independently and in a team.
- Able to call on experience to offer advice and best practice guidance when needed.
- Excellent communication skills both virtually and face to face.
- Have the organizational skills to manage workloads efficiently, independently and with full accountability.
- Strong documentation and record keeping skills.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- (Desirable) Experience with SQL Server infrastructure, SQL Server Management Studio.
- (Desirable) Advanced knowledge of BigHand Document Creation and Pitching and Proposals products.
- (Desirable) Experience in the Legal sector.
- 15 days vacation per year + 4 floating holidays
- 3 additional BigHand days off between Christmas & New Year
- Wellbeing benefits including medical, dental, vision, Employee Assistance Program (EAP) and Employee Resource Groups (ERG)
- Company-wide Wellness day, for our teams all across the globe to switch off and spend the day doing something to nourish their mental health
- Opportunities to give back with company volunteer events and individual volunteer days
- Career growth opportunities and study leave options
- Family benefits including enhanced parental leave and fertility support
- Financial benefits including retirement contributions, short-term disability, life insurance, and flexible spending accounts
- Fully remote working
- Growing business with a global presence and a true focus onwork-life balance
We welcome the unique value and individuality that you can bring to BigHand. We are an equal opportunity employer and are dedicated to recruiting solely based on capability and potential regardless of race, gender, sexual orientation, gender identity or expression, age, educational background, national origin, religion, military status or physical ability. Our BigHanders are dedicated to advancing our culture of belonging by embracing differing viewpoints, opinions, thoughts, and ideas.
BigHand offers technology solutions for busy legal professionals that provide data and insights to increase value and profits for their business, people and clients.
We build and invest in technologies that help legal professionals to identify improvements across lawyer & support staff resourcing, document production, financial performance and matter pricing. Our solutions can:
- Streamline manual processes that take time, money and delay decision making processes
- Access data that will identify improvement opportunities to drive growth and efficiencies
- Utilize and develop people's skills in the right way, at the right cost to the business
- Build strong customer relationships through enhanced transparency, value and expertise
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