It Support Analyst, Shifts

You will work with our customers in the APAC region to troubleshoot, debug and answer questions about our products to help in always providing a best-in-class service. You will also provide a consistent experience across our iManage products and customers. You will be a part of a team the continues to collaborate across the globe and help us to build upon the capabilities of our Support organization. You will also work with teams across iManage on special projects that will continually help us to enhance the customer experience. Providing technical support through written and verbal communication with customers while continuing to build a positive customer experience. identifying system and technical limitations through testing, debugging, and diagnosing errors in our platform Leading and participating in customer facing calls to help communicate progress updates, action plans and resolution details. Providing a consistent customer quality experience and helping to improve our support methodology across the globe. Growing our knowledge-based content, standard operation procedures and best practices for both end-users and the global support team We are 24 hrs 7 days a week 365 days and hence would need candidates who are open to work any shift based on business requirement including Saturday and / or Sunday. Bachelor's Degree or equivalent experience. ~4+ years of technical support work experience. ~ Experience working in a highly technical, customer-facing environment. ~ Experience working in a technical support environment that is focused on continuous improvement efforts across team performance, efficiencies, and customer outcomes. ~ Morae’s approach to employee development is unique in the marketplace. At Morae employees are given opportunities to progress at their own pace and to influence the course of their professional growth. Morae is a dynamic, high-growth organization that provides an integrated suite of solutions to corporate law departments and law firms, and partners with leading software and services providers, both within and outside the legal industry. We are a young company but are made up of seasoned professionals in the legal industry, with a focus on building productive long-term relationships with employees and clients in an environment where collaboration is encouraged, knowledge is shared freely, and diversity of thought, cultures, communities, and points of view is embraced. Our team has the vision to create an effective solution for any business problem and the experience to execute that vision. Our privacy policy can be found here .