Product Associate

Position Overview

Pro Bono Net seeks a Product Associate to support the rebuild, roll-out, adoption, and ongoing use of our law firm pro bono practice management software, Pro Bono Manager. Pro Bono Manager provides web-based tools and reports that aim to improve the efficiency and impact of law firm pro bono departments and attorneys who are working to increase access to justice for low-income individuals. This is a full-time position based in New York City with excellent benefits, including 4 weeks of paid vacation. To learn more about the Pro Bono Manager software, visit http://www.probono.net/probonomanager. To learn more about Pro Bono Net's other programs and partners, visit http://www.probono.net/about/item.Mission.

Key Responsibilities

• Provide administrative support for the planning, deployment, and maintenance of Pro Bono Manager.
• Support product testing efforts and external communication about product releases.
• Assist with the planning and presentation of in-person and virtual customer trainings to promote effective adoption of best practices.
• Assist with general customer communication and account management tasks, e.g., planning and presentation of online customer feedback sessions, conducting and analyzing ad-hoc customer feedback surveys.
• Implement basic front-end site configuration requests.
• Analyze and respond to technical inquiries from customers.
• Work with product and technology teams to track and resolve issues.
• Maintain and develop new community support content, FAQs and user guides.
• Develop a thorough understanding of platform features and configuration options, and support the Product Manager and customers to develop roadmap for product improvements.

Candidate Qualifications

• 1-2 years of experience in a customer-facing technology, training, or business application support role.
• High level of comfort with technology and excellent problem-solving skills.
• Proficiency in or ability to learn a range of web-based tools and software applications, e.g., HTML, front-end content management system configuration, multimedia production and collaboration tools.
• Excellent oral and written communication skills, including the ability to work with customers who have a range of technological expertise in an effective and empathetic manner.
• Detail-oriented and highly organized, with ability to multitask, establish priorities and track projects.
• Strong self-motivation, with ability to thrive and be resourceful in a dynamic environment with new challenges to solve.
• Ability to work well with others and collaborate on team projects involving on-site and remote collaborators.

Application Instructions

Email resume, three references, and cover letter to jobs@probono.net with Product Associate in the subject heading. No calls or faxes please. Application deadline of 3/4/2016, but applications will be considered on a rolling basis.
Pro Bono Net is an equal opportunity employer and all interested individuals are encouraged to apply. Personnel are chosen on the basis of ability without regard to race, color, religion, sex, national origin, disability, marital status, or sexual orientation.