DM Senior Support Consultant

Morae Global Corporation seeks to find the best and the brightest people – those who understand what it takes to deliver top-quality solutions for our clients. We are a fast-growing company, and we are looking to hire bright, energetic minds that share our mission to transform the legal industry. We offer an exciting and dynamic work environment with opportunities for upward mobility within the organization.

Our team is currently seeking an experienced Senior Support Consultant to join our team. The successful candidate will be responsible for delivering exceptional client support for document management and legal technology solutions, with a focus on resolving complex technical issues, maintaining high levels of client satisfaction, and ensuring service excellence.

This role requires a seasoned support professional who can independently manage challenging technical matters, collaborate effectively across technical and business teams, and serve as a trusted resource for clients. The ideal candidate will possess strong troubleshooting skills, experience supporting enterprise applications, and the ability to balance multiple priorities in a fast-paced environment.

The Senior Support Consultant will play a key role in supporting client operations, identifying opportunities for process improvement, contributing to knowledge-sharing initiatives, and helping drive consistent service delivery standards across the organization.

Responsibilities:

• Provide expert technical product knowledge and support to Morae Global clients, serving as a trusted advisor on supported solutions.
• Maintain a comprehensive understanding of Morae Global products and their implementations, enabling confident and consultative discussions with clients regarding product functionality, best practices, and business outcomes.
• Apply advanced troubleshooting methodologies to analyze, diagnose, and resolve complex technical issues, while providing feedback and recommendations to internal teams where appropriate.
• Work closely with the Support Team and cross-functional stakeholders to ensure the timely escalation and resolution of critical issues.
• Ensure consistent adherence to Service Level Agreements (SLAs) and support service delivery standards, proactively managing priorities to meet client expectations.
• Manage and prioritize the assigned work queue in accordance with Support guidelines, balancing multiple client requests and competing priorities effectively.
• Build and maintain strong client relationships through proactive communication, professionalism, and a commitment to service excellence.
• Drive high levels of customer satisfaction and success by ensuring timely issue resolution and identifying opportunities to improve the overall client experience.
• Provide regular updates, insights, and recommendations to the Support Manager regarding client trends, recurring issues, and support-related improvements.
• Serve as a senior resource for client-facing support activities, sharing knowledge and best practices with team members as appropriate.
• Where necessary, deliver iManage End User Training to clients in accordance with established training processes and procedures, ensuring high-quality learning experience.
• Provide constructive feedback on training delivery, support processes, and client engagement activities to contribute to the continual improvement of services.
• Contribute to knowledge management initiatives through the creation and maintenance of support documentation, troubleshooting guides, and best practice materials.
• Identify recurring issues and participate in root cause analysis efforts, helping to drive long-term solutions and service improvements.

Requirements:

• Bachelor's degree in a related area of study, OR significant coursework in technology or IT, including network, databases, and/or systems administration.
• 3-5+ years of experience in technical support, application support, software support, or a related client-facing technology role.
• Experience supporting enterprise software applications in a professional services, legal technology, or corporate environment.
• Strong troubleshooting and problem-solving skills with the ability to diagnose and resolve complex technical issues.
• Experience working with Microsoft Windows environments, Microsoft Office applications, and Active Directory.
• Working knowledge of SQL and relational databases, including the ability to conduct data analysis and troubleshooting activities.
• Experience reviewing logs, identifying root causes, and driving issues through to resolution.
• Strong verbal and written communication skills with the ability to communicate effectively with both technical and non-technical stakeholders.
• Proven ability to manage multiple priorities and work independently with minimal supervision.
• Strong customer service orientation and commitment to delivering high-quality support experience.
• Able to participate in out-of-hours on-call services and shift rotations as necessary.

Preferred Qualifications:

• Experience supporting document management systems such as iManage, NetDocuments, or similar enterprise content management platforms.
• Experience supporting legal technology applications within law firms or corporate legal departments.
• Familiarity with Microsoft 365, Azure, and cloud-based enterprise applications.
• Knowledge of ITIL principles and service management best practices.
• Relevant technical certifications are a plus.
• Experience participating in major incident management, problem management, or continuous improvement initiatives.

About Morae:

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. Learn more at www.morae.com. Our privacy policy can be found here https://www.morae.com/privacy-policy

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