Jacqueline L. Email & Phone Number

Jacqueline L. is a Product Support Executive at Litera.

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  Product Support Executive

  Litera

  Apr 2018 - Present - Chicago, Illinois, United States (Remote, Philippines)

  ● A knowledgeable application support engineer that monitor and maintain the efficiencyof software applications; provide customers with timely, accurate and helpful solutions.● A subject-matter expert that ensures we continue to deliver solutions that are relevant toour client and the challenges they faced. Willingly perform remote-troubleshooting andgive clear instructions in a customer oriented attitude, logical and structured manner.● Provides assistance, solutions and advice for the following product/s; Metadact – offeringmetadata removal and email encryption; Change-Pro & Workshare Compare – handlesdocument comparison of Word, PowerPoint, Excel & PDF files; DocXtools – a documentrepair and styling solutions; Contract Companion – document proofreading software; LiteraDesktop – the full drafting suite accessible in a single interface within Microsoft Word.● Responsible for managing the resolution of various complex application in a fast-movingenvironment brought together from different organizations to become in one industryleading, end-to-end provider of document technology solutions to thousands of legal,corporate (small/medium/enterprise) organizations across the globe.● Proactively monitor support cases and provide excellent customer service by managingsensitive customer effectively; have a strong hands-on experience for US, UK & AP support.● Reproduce simple to moderately complex problems within all of the Litera products.● Ability to adapt to a fast-phased, new situations and learn new applications quickly.● Resolve cases within target metrics, case satisfaction, case review and stale cases.● Collaborate with the software development team and accurately record active issues indevelopment system such as Jira to manage escalations & document resolutions.9/2017

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  Feu Institute Of Technology

  Information Technology