Company Description

At Expert Institute, we are pioneers and disruptors in the legal space. Simply put, we pair attorneys with the perfect expert witnesses to win high-stakes cases and be the hero for the people, families, and businesses they serve.

In our history, we have had a helping hand in billions of dollars in settlements and verdicts for our clients. We have helped all kinds of litigators work on all types of cases including many national headline cases involving well-known brands like Google, Uber, Microsoft, Facebook, the NFL, the MLB and many others.

Job Description

We are looking for a motivated and highly customer centric Product Support Specialist to join our Customer Success team in our Milwaukee office. This is a tremendous growth opportunity to serve as our internal expert on Expert IQ - our own proprietary platform used by clients to submit new requests, check the status of existing requests, and review previously closed opportunities and for experts to stay up to date on their active cases. The position will report to the Manager of Customer Success and will serve as the go to person for our existing clients for Expert IQ onboarding, training, new platform updates, and troubleshooting. 

The Product Support Specialist will serve as the main point of contact for clients and experts for resolving technical issues and helping to navigate the platform while providing excellent customer service. Additional responsibilities include fielding inbound requests via phone and email from clients and experts, managing active support requests in a timely manner, escalating issues to the proper individual/department, and working closely with the Product, Research, and Medical teams to provide an exceptional client experience.

About you:
You are passionate about product support and customer service and want to further develop your skills in this career path. You’re interested in leveraging your technical knowledge and client success background to make an impact on a high-growth, startup business. You consider yourself a problem solver and can think outside the box when it comes to finding creative solutions to product support challenges. You’re a great team player, strong communicator and have experience providing exceptional customer service in a technical role.

Responsibilities:

  • Provide full time technical support & customer service for clients and experts using Expert IQ 

  • Field inbound support requests via phone and email & follow through in a timely manner until tickets and opportunities are closed 

  • Onboard clients onto the platform & assist with product implementation

  • Troubleshoot technical issues including password resets, general platform training, and new feature education

  • Help clients navigate Expert IQ & assist with submitting new requests and providing opportunity status updates

  • Escalate issues to correct individuals and departments as needed 

  • Coordinate and collaborate with the Product team & relay platform updates

  • Work closely with our Medical and Research teams to deliver an exceptional client experience

  • Bring passion, high energy, and a strategic mindset to help us provide superior service

  • Support other members of the CS and Sales team with tasks and projects as needed

Qualifications

  • 1+ years of experience in a client facing, technical support, customer service role 

  • Advanced knowledge and troubleshooting skills for computer software 

  • Excellent customer service skills are required

  • Strong organizational skills and attention to detail

  • Exceptional communication skills and emotional intelligence

  • Ability to meet deadlines, manage time and competing priorities 

  • Ability to work both independently and in a team environment

Additional Information

All your information will be kept confidential according to EEO guidelines.

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