Technical Support- Associate Manager

1 month ago

bangalore, India Morae Full time

Job Title: Technical Support- Associate Manager

Job Location: Bangalore

Job Type: Full Time


Position Description

You will work specific to APAC time zone and support our customers in the APAC region to troubleshoot, debug and answer questions about our products to help in always providing a best-in-class service. You will be a part of our growing global Support organisation, providing guidance to our iManage customers and will work with others to continue improving our support capabilities. You will also provide a consistent experience across our iManage products and customers.

You will report into our regional Support Manager and be working on challenging technical problems across the iManage 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 iManage on special projects that will continually help us to enhance the customer experience.


Primary Responsibilities

  • Providing technical support through written and verbal communication with customers while continuing to build a positive customer experience.
  • Developing and maintaining a deep technical knowledge of our iManage platform or any other 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.
  • Growing our knowledge-based content, standard operation procedures and best practices for both end-users and the global support team
  • We are 24 hrs 7 days a week 365 days and hence would need candidates who are open to work any shift based on business requirement including Saturday and/or Sunday.


Requirements:

  • Bachelor's Degree or equivalent experience.
  • 8+ years of technical support work experience.
  • Experience working in a highly technical, customer-facing 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.


Why Morae?

Morae’s approach to employee development is unique in the marketplace. At Morae employees are given opportunities to progress at their own pace and to influence the course of their professional growth. This includes having the opportunity to earn a client facing role or even an oversight role within their first year


About Morae:

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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