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Harvard Law School · 7 hours ago

User Support Coordinator

Cambridge, MA

Full-time

Hybrid

Mid Level

3+ years exp

Harvard Law School is a prestigious institution dedicated to excellence in legal education and scholarship. The User Support Coordinator will provide support for users of the Lab's software, create educational materials, and serve as the main point of contact for user inquiries, ensuring a collaborative environment for open knowledge. This role involves troubleshooting, community outreach, and contributing to product strategy discussions.

EducationLegal

No H1B

Responsibilities

Provide support via email, zoom, and in person to users of the Lab’s software

Create educational materials and documentation for users of the Lab’s software

Serve as main point of contact for user questions and troubleshoot problems

Triage incoming email to the general inquiry inbox and assign to relevant team members

Discuss patron needs with users and represent those needs in team meetings, helping us to form product strategy

Learn in-depth features of our tools in order to teach them to others

Prepare high-quality bug reports for software developers

Participate in user outreach and community development for LIL projects; including social media, blog posts, promoting platforms to potential partners; coordinating symposiums or workshops

Perform other duties as assigned