Core Competencies:
- Ethics. Works with integrity; Upholds organizational values
- Dependability. Follows instructions, and responds to management direction; results oriented and committed to achieving objectives and tasks as required
- Teamwork and Collaboration. Exhibits objectivity and openness to other’s views; Gives and welcomes feedback; Contributes to building a positive culture. Communicates effectively
- Professionalism. tactfully approaches others; Reacts well under pressure; Treats others with respect and consideration; Accountable for all actions and decisions
- Organizational Support. Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization’s goals and values
- Quality Management. Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness
- Decision Making. Analyzes each situation, looking for opportunities to make any situation more beneficial for the company. Participates effectively in communication to achieve optimum results
Job Overview:
You are the frontline owner for customer support requests across practice management platforms (legal and professional services). You triage, troubleshoot, resolve, and escalate issues fast, with clean documentation so Tier 2 and Engineering can act without back-and-forth. You protect customer trust by being responsive, accurate, and consistent.
Key Responsibilities:
- Frontline ticket handling
- Monitor inbound channels (ticketing system, email, any configured support channels).
- Acknowledge, categorize, and prioritize tickets using severity definitions (P0–P4).
- Resolve common issues independently using SOPs, knowledge base, and standard workflows.
- Triage and troubleshooting
- Reproduce issues with clear steps and environment details.
- Gather required evidence on first pass: screenshots, timestamps, user IDs, matter IDs, invoice IDs, browser/OS, logs where available.
- Identify whether the issue is user training, data configuration, product defect, integration problem, or external dependency.
- Escalations that Engineering can act on
- Write high-quality escalations with:
- concise summary
- steps to reproduce
- expected vs actual outcome
- evidence attached
- impact and urgency
- workaround tried
- Route to the correct Tier 2 or Engineering queue, with the right tags and priority.
- Customer communication
- Provide clear updates, realistic timelines, and next steps.
- Maintain tone that is calm, confident, and direct.
- Drive the ticket to closure, including confirmation from the customer.
- Operational discipline
- Maintain accurate ticket status, owner, priority, and next action at all times.
- Follow escalation rules for high-impact issues.
- Participate in daily handovers, weekly retros, and incident reviews.
- Knowledge building
- Contribute to the knowledge base by converting repeat tickets into SOPs.
- Suggest macro templates and process improvements to reduce repeat volume.
Requirements:
- 1 – 2 years in SaaS support or B2B customer support (ticket-based environment).
- Strong written English, you write like someone customers trust.
- Comfortable working in a structured process with strict ownership and follow-through.
- Able to handle shift work if assigned.
- College degree from an accredited and recognized institution.
- Ticketing fundamentals: triage, prioritization, tagging, SLA discipline.
- Troubleshooting fundamentals: reproduce, isolate, test, document.
- Strong customer handling under pressure, especially during incidents.
- High attention to detail, you do not drop steps, IDs, timestamps.
- Be extremely comfortable with initiating an on-line meeting to share-screen to train, troubleshoot, and/or collect information for escalation.
