Senior Technical Escalations Agent, Clio

• An excellent contributor who takes active ownership of both personal and team goals & KPI targets
• Someone with a demonstrated ability to thrive in a high autonomy, high accountability environment. You’re always one to hold yourself and others accountable for successes and failures
• A solid team team player who will always step in to help out wherever it’s needed, even if that’s not covered in this job description
• A committed coach & radically candid communicator who can collaborate effectively with Clions in all roles, levels, and departments
• A self-driven growth-minded individual with a demonstrated track record of taking initiative to grow your skills and learn new tech stacks
• Comfortable handling time-sensitive and emotionally charged customer escalations with confidence and empathy
• A rational and critical thinker who seeks solutions to problems by seeking and alleviating root causes
• An empathetic and humble team player who leads by example
• Experience with backend monitoring, observability, and diagnostics tools such as ELK or OpenSearch logs, BugSnag and DataDog
• Strong experience troubleshooting API
• Proficiency in one or more programming languages (e.g., Python, Ruby) to troubleshoot application logic and review code
• Experience with building web applications
• Experience troubleshooting Microsoft products and working with M365 Admin
• Strong communication skills and the desire to build high functioning relationships across Support, Customer Success, and the entire business
• Demonstrated ability to provide effortless support & excellent troubleshooting for a technical Saas product

Desirable

• We are currently seeking a Senior Technical Escalations Agent to join our Customer Support team during the hours of 9am-5pm PT or 10am-6pm PT as the TE team looks to expand our “office hours” (Note: you’ll have a set start & end time that will fall within those hours.)
• Provide consultation to Support, Customer Success team members and beyond, offering product and troubleshooting expertise to assist them with resolving customer issues
• Serve as a coach to help our support agents better serve our clients
• Manage escalated issues from customers over phone and email with an eye to making the customer experience as effortless as possible while methodically troubleshooting their problems
• Support and improve communication between the Customer Success and Product organizations in regards to customer issues, and serve as a strong customer advocate
• Cultivate and maintain positive professional relationships with Product Managers and Developers
• During emergencies, serve as liaison between Support and Product to convey key updates
• Assist in ensuring complex subjects are accessible to other Clio team members, as well as customers, by adding to our knowledge base, and running training sessions internally as needed
• Contribute to personal and group projects to improve delivery and processes across the department
• Other tasks and duties assigned by Customer Support leadership, as required