Customer Care Representative - Level 2
Core
Manage moderately complex customer support tickets, troubleshoot product workflows and configurations, and coordinate with internal teams to resolve issues for corporate legal departments.
Role type
Level 2 Customer Care Representative
Builds
Integrated suite of legal and governance SaaS products
Domain
Legal Tech
Deliverable
client delivery
Required skills
ticket management, troubleshooting, escalation, customer communication, operational health checks, workflow analysis
Responsibilities
Manage assigned customer-specific support tickets; Prioritize tickets and communicate updates; Review customer impact to determine next steps; Troubleshoot moderately complex issues involving workflows and integrations; Provide clear explanations and workarounds; Participate in scheduled customer calls; Complete operational health checks.