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HLP Integration · 11 hours ago

Product Administration and Support Manager

United States

Full-time

Remote

Entry, Mid Level

$80K/yr - $105K/yr

HLP Integration is a leading provider of data and document management solutions, specializing in tailored technologies that leverage machine learning and artificial intelligence. They are seeking a highly organized and detail-oriented Product Support Analyst to assist with user support requests, manage support tickets, and collaborate with various teams to ensure customer satisfaction and product success.

ConsultingLegal

Responsibilities

Respond to and resolve user support requests via phone and email

Track, manage, and maintain support tickets, ensuring timely follow-ups and resolution

Work with cross-functional teams (IT, production, and operations) to meet customer satisfaction goals

Collaborate with specialists to assist with back-end system maintenance and updates

Perform front-end configuration changes to meet customer and product requirements

Generate and distribute reports to provide insights into product performance and support trends

Gather and prioritize customer and product requirements for current and future products, improvements, and enhancements

Collaborate with product and sales teams to ensure products and demos align with customer needs and expectations

Assist in preparing and delivering product demos to showcase features, functionality, and value to prospective clients and current users

Participate in product demo process and provide input to ensure a polished and professional delivery

Support the establishment and implementation of product management best practices across the organization

Qualification

Product ManagementTechnical SupportData AnalysisEDiscovery ProductsCRM SystemsCommunication SkillsProblem-Solving SkillsOrganizational Skills

Required

Interest in and passion for technology, with a desire to grow in product management

Strong organizational and problem-solving skills, with great attention to detail

Excellent communication skills, both written and verbal, with a customer-centric approach

Ability to work collaboratively with cross-functional teams and independently when needed

Preferred

Familiarity or background with eDiscovery products (iCONECT, Relativity, etc.), CRMs (Salesforce, ServiceNow, etc.), ticketing systems, and front-end/back-end systems

Experience working on State or Federal Contracts