Senior Technical Support

Aderant is a global industry leading software company providing comprehensive business management solutions for law firms and other professional services organizations with a mission to help them run a better business. We are motivated by a collective desire to drive the legal industry to the forefront of innovation. With over 2,500 clients around the world, including 95 of the top AmLaw 100 firms, we are changing the outside perception of the legal sphere; where there was once resistance to modernization, we are creating a culture that embraces new ideas and technology.

At Aderant, the "A" is more than just a letter. It is a representation of how we fulfill our foundational purpose, serving our clients. It embodies our core values and reminds us that to achieve success, every day must start with the "A". We bring the "A" to life by fostering a culture of innovation, collaboration, and personal growth. We encourage our diverse teams to bring their whole selves to work – ideas, experience, and passion – to drive our mission forward.

Our people are our strength.

About Aderant
Aderant is a global industry-leading software company providing comprehensive business management solutions for law firms and other professional services organizations, with a mission to help them run a better business. We are motivated by a collective desire to drive the legal industry to the forefront of innovation. With over 2,500 clients around the world, including 95 of the top AmLaw 100 firms, we are changing the outside perception of the legal sphere; where there was once resistance to modernization, we are creating a culture that embraces new ideas and technology.

At Aderant, the "A" is more than just a letter. It represents how we fulfill our foundational purpose—serving our clients. It embodies our core values and reminds us that to achieve success, every day must start with the "A." We bring the "A" to life by fostering a culture of innovation, collaboration, and personal growth. We encourage our diverse teams to bring their whole selves to work—ideas, experience, and passion—to drive our mission forward. Our people are our strength.

Role Description

As a
Senior
Technical Support Specialist
, you will provide exceptional customer service to our clients by delivering technical support and answering complex questions about the functionality and usage of our products via phone and/or internet. This dynamic role involves addressing, documenting, and resolving client issues while adhering to service level agreements to keep our products moving forward.

What You'll Do

• Complete product training and certification exams as required.
• Serve as the primary point of contact for clients via email, web, or phone, taking ownership of issues from start to resolution.
• Build and maintain client relationships and trust.
• Research, analyze, and troubleshoot problems to determine if they are related to application functionality, user error, training gaps, bugs, or enhancement requests.
• Provide workarounds when necessary and communicate solutions clearly to clients.
• Document detailed case histories in Salesforce, including steps taken and next actions.
• Submit software defects and enhancement requests following department guidelines.
• Connect to client systems securely (e.g., via SecureLink) to investigate and resolve issues.
• Create and update knowledge base articles for internal and client use.
• Perform verification testing on fixes and updates.
• Collaborate with customers, sales, development, and QA teams to resolve complex issues.
• Manage and maintain internal production environments.
• Perform other duties as assigned.

Qualifications

• A bachelor's degree is preferred but not required.
• 5 + years of work experience in software support, development, or professional services.
• 3 + years working directly with external clients (consulting, onboarding, troubleshooting, or account support)
• Experience with JavaScript is required.
• Excellent writing, editing, interpersonal, and communication skills.
• Strong problem-solving abilities and logical thinking.
• Proficient PC skills for testing, troubleshooting, call logging, and product configuration.
• Enjoy being part of a team and thrive in a collaborative environment.
• Innovative mindset with a passion for finding creative solutions.
• Accounting or billing experience is a plus.
• Experience with Microsoft SQL Server including authoring data queries is a plus.

Tools You'll Use

• Azure Storage
• VS Code
• SourceTree
• CMD
• JavaScript
• SQL Server
• Handlebars
• Windows Servers and Workstations
• Aderant Expert Applications