About the job
Clio is on a mission to empower legal professionals and law firms through innovative legal AI technology. As a Senior Technical Escalations Agent, you will play a crucial role in transforming the legal experience by providing exceptional support and advocacy for customers. The team thrives on collaboration, accountability, and a commitment to continuous improvement, creating an environment where everyone can contribute to making a positive impact.
You'll be responsible for
🤝
Providing consultation
Offer product and troubleshooting expertise to assist Support and Customer Success team members in resolving customer issues.👩🏫
Coaching support agents
Serve as a coach to help support agents better serve clients, enhancing overall customer satisfaction.📞
Managing escalated issues
Handle escalated customer issues over phone and email, ensuring a smooth and effortless customer experience.Key criteria
🛠️
Experience with backend monitoring tools
Proven experience using tools like ELK or OpenSearch for diagnostics.View
🔍
Strong API troubleshooting skills
Demonstrated ability to troubleshoot and resolve API issues.View
💻
Proficiency in programming languages
Experience with languages like Python or Ruby for application logic.View
View more
