Agent

• Provide consultation to Support and Customer Success team members, offering product and troubleshooting expertise to resolve customer issues
• Coach support agents to better serve clients
• Manage escalated customer issues over phone and email
• Methodically troubleshoot complex customer problems
• Support and improve communication between Customer Success and Product regarding customer issues
• Serve as a strong customer advocate
• Cultivate professional relationships with Product Managers and Developers
• Liaise between Support and Product during emergencies to convey key updates
• Add to the knowledge base and run internal training sessions
• Contribute to projects improving delivery and departmental processes
• Perform other tasks assigned by Customer Support leadership

Technical Escalations Agent resolving complex SaaS issues for Clio’s legal AI platform

Technical Escalations Agent

Technical Escalations Agent resolving complex SaaS issues for Clio’s legal AI platform.
Coaching support teams, troubleshooting APIs and applications, and connecting Customer Success with Product.

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Technical Escalations Agent