Steno

Compensation

Full Description

On a regular basis you will Triage and route incoming Litigation Support tickets, ensuring prompt resolution and adherence to Steno’s service-level agreements (SLAs). Manage communications to ensure inquiries are properly routed. Manage incoming phone calls, and ticket and case management in Zendesk, including managing duplicate records, merging cases, and ensuring data accuracy. Collaborate cross-functionally to resolve customer issues and concerns, including escalation of time-sensitive requests to the appropriate person or department as needed. Monitor job milestones, request vendor updates, update internal systems with critical notes and updates, and provide customers with job status. Provide outstanding customer service, maintaining our commitment to a hospitality mindset, and a professional and empathetic approach in all interactions. Support ongoing Lit Support projects, including maintenance of company reference materials and managing notes from Lit Support meetings. You’re gonna crush it if You have operational experience within the litigation industry or previous experience in a similar role, with a background in operations, customer success, or legal support. You are highly organized, efficiency and process driven, and able to juggle multiple tasks and projects at once. You have experience with Zendesk, Gmail, or similar platforms for managing tickets, client communications, and workflows. You’re a proactive problem-solver who can operate effectively in a remote environment, takes initiative, and can “see around corners.” You have excellent written and verbal communication skills and can work effectively with teams across different time zones. You are familiar with the litigation support industry and have a basic understanding of operational aspects like eFiling, service of process, court filings, and case management (a plus, but not required). Compensation & Benefits Salary - $20- $25/hr Health, Vision, & Dental Benefits - generous company-sponsored health plans for both employees and dependents, including comprehensive vision & dental Wellness/Mental Health - shared benefits to be used among employees and families Flexible Paid Time Off - allowing employees to find balance in their lives Options of Equity - we know our success is nothing without our team Access to a 401k through Guideline A home office setup and a monthly stipend to offset internet and phone costs Our Team Our Litigation Support team works directly with leadership to lead the charge into new markets and help evaluate and approve how our internal operations address the needs of our customers and our industry. We are a progressive and collaborative team, working cross-functionally with both internal and external employees to develop an innovative approach to litigation support services. About Steno Founded in 2018 and growing fast! Values: be highly reliable, constantly innovate, operate with a hospitality mindset Diverse backgrounds welcome! Steno employees have a unique blend of legal, technology, operations, and finance experience. We are revolutionizing the litigation and court reporting industry Flexible deferred payment options (e.g., DelayPay) Cutting-edge technology - unique products and integrations to maximize the output of legal professionals White glove, concierge customer service that our clients rave about Application Information Steno is an equal opportunity employer and does not discriminate based on any characteristics that are protected under the law. All employment decisions are based on qualifications, merit, and business needs. Applicants needing special assistance or accommodations for interviews or website access should contact us at accommodations@steno.com. Steno personnel will always have either a steno.com email address or will contact you via Rippling Recruiting. Act with caution if asked for personal information. Background checks, for example, are only conducted after an offer is extended. Applicants should receive a confirmation email immediately after applying. If you haven’t received it, check your email spam folder and approve the sender address to ensure receipt of future communications. Information provided to Steno, such as professional credentials and skills, educational and work history, the results of technical skills assessments or working exercises, and other information that may be included on a resume or application, is collected and stored in our system. Still, we never disclose or sell your personal information.