Technical Support Analyst

2 weeks ago

Bengaluru, India Morae Full time

About the Role

You will work with Ironclad customers in the APAC, EMEA, and North American regions to troubleshoot, debug, and answer questions about Ironclad products to help always provide a best-in-class service. You will be a part of our growing global support organization (Tier 1 and Tier 2 technical support), providing guidance to our Ironclad customers, and will work with others to continue improving our support capabilities. You will also provide a consistent experience across our Ironclad products and customers. You will report to the Technical Lead/Manager and will be working on challenging technical problems across the Ironclad ecosystem, ensuring our customers receive professional guidance. You will be part of a team and collaborate across the globe helping us to build upon the capabilities of our support organization. You will also work with teams across Ironclad on special projects (Implementation) that will continually help us to enhance the customer experience.


Responsibilities

  • Providing technical support through written and verbal communication with customers while continuing to build a positive customer experience.
  • Monitor the platform for performance issues and resolve any incidents or disruptions in real time.
  • Developing and maintaining a deep technical knowledge of our Ironclad platform or any CLM platforms; identifying system and technical limitations through testing, debugging, and diagnosing errors in supported products.
  • Leading and participating in customer-facing calls to help communicate progress updates, action plans, and resolution details.
  • Collaborating with teams to resolve some of our largest customer escalations and owning the communication line across internal and customer-facing teams.
  • Providing a consistent customer quality experience and helping to improve our support methodology across the globe.
  • Act as a point of contact between users and the Ironclad support team to ensure timely resolution of issues.
  • Growing our knowledge-based content, standard operation procedures and best practices for both end-users and the global support team



Qualifications

Bachelor's Degree and equivalent experience.


Required Skills

  • 2+ years of technical support work experience.
  • Excellent communication skills, with the ability to translate technical resolution into business terms and interact effectively with non-technical stakeholders.
  • Experience working in a highly technical (Tier 1 and Tier 2 support tickets), customer-facing environment.
  • Ability to manage multiple priorities and projects in a fast-paced environment.
  • Experience working in a technical support environment that is focused on continuous improvement efforts across team performance, efficiencies, and customer outcomes.
  • A customer-oriented mindset, wanting to achieve or exceed customer expectations.
  • A passion for learning new technologies and how to utilize them in a customer-facing environment.
  • Exposure to working in a collaborative environment and owning customer escalations across internal teams.


About the Company

Morae Global Corporation ("Morae") is trusted around the world for the delivery of digital and business solutions for a constantly changing legal industry. Founded in 2015, Morae has earned wide respect for the expertise and experience of our legal consulting, technology, and operations professionals, many of whom have in-house legal, law firm, or other relevant industry experience. We strive to make a difference every day for our law firm and legal department clients by collaborating closely with them to develop strategy, implement meaningful change, and achieve the business objectives they care about most. This includes offering clients the right people and technology they need to efficiently meet their contracts, discovery, information, and resourcing goals, visit

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