Technical Support Associate

You will work with Ironclad customers in the APAC, EMEA and North America region to troubleshoot, debug and answer questions about Ironclad products to help in always providing a best-in-class service. You will be a part of our growing global support organisation (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 into 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

• We are 24 hrs 7 days a week and hence would need candidates who are open to work any shift based on business requirement.

Requirements:

• Bachelor's Degree and equivalent experience.

• 4+

  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.

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 is a dynamic, high-growth organization that provides an integrated suite of solutions to corporate law departments and law firms, and partners with leading software and services providers, both within and outside the legal industry. We are a young company but are made up of seasoned professionals in the legal industry, with a focus on building productive long-term relationships with employees and clients in an environment where collaboration is encouraged, knowledge is shared freely, and diversity of thought, cultures, communities, and points of view is embraced. Our team has the vision to create an effective solution for any business problem and the experience to execute that vision. Learn more at moraeglobal.com. Our privacy policy can be found here https://www.moraeglobal.com/privacy-policy .