We are CORTO, a cutting-edge software company dedicated to revolutionizing the legal industry. Our mission is to empower legal practitioners with AI-driven solutions that streamline their workflow, boost productivity, and provide more efficient client service.
Our team of AI experts and engineers collaborate to develop intelligent software tailored to the unique needs of lawyers, paralegals, and legal assistants.
Our innovative AI solutions automate routine tasks, simplify document management, and enhance decision-making, allowing legal professionals to focus on what they do best—providing expert legal counsel.
We are looking for a Senior Escalations Analyst to join the Product Team. As our Product grows, the team is getting more feedback that we are putting into action! You will be responsible for providing high level technical support to product and operations teams for internal and client incidents. Ensuring that the incidents raised are identified and prioritised appropriately in a timely manner. You must be an excellent communicator to write articles for our Helpdesk, release notes for clients and run product demos! As CORTO scales up, there will be an exciting opportunity to build a team from the ground up.
What will you be working on as an Escalations Analyst?
· Communicating changes, incidents & feature requests to Developers and Production Environments
· Troubleshooting live environments and quickly & effectively identifying opportunities within the tool
· Prioritising incidents according to severity and scope
· Communicating with clients to resolve incidents/ conflicts where necessary
· Assisting in the testing of core components during release in partnership with QE
· Providing support to global helpdesk teams and client facing teams.
· Communicating client perspectives/ client raised incidents to developers
· Notifying regional teams and clients via emails during a release
· Responsible for documentation to clients and articles for the Helpdesk