Escalations Lead

4 days ago

Sydney, Australia Corto Pty Ltd Full time

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 an **Escalations Lead** to join the **Product**Team. 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 the Escalations Lead?**
- 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
- Responsible for documentation to clients and articles for the Helpdesk

**Requirements**:
**What experience do you need to become an Escalations Lead at CORTO?**- Strong communication skills (Verbal and Written)- Strong and proven Technical Troubleshooting skills- Strong prioritisation skills
- 3+ years’ experience using JIRA, Confluence and Salesforce (Communities would be a plus)- Strong understanding of various technical environments- Proficiency using testing frameworks- Knowledge of session-based testing

**Benefits**

**Your benefits include**:
- Flexible hybrid work environment. We engage, share, and collaborate on ideas and workflows on Wednesdays as a full team, and the rest of the week is up to you Our cadence is twice/week in a modern and spacious office in the CBD.- Career and learning opportunities; we move fast and need smart people to get us where we're going. We are a scaling business and looking for people who want to grow with us.- Wellness focuses with additional time off, gym membership and other perks- Unique and fun quarterly team events- Fast-paced tech environment, if we don't disrupt ourselves someone else will do it

Join our talented and motivated team dedicated to revolutionizing the legal industry. If you are driven by innovation, thrive in a collaborative environment, and are passionate about creating seamless and intuitive user experiences, we would love to hear from you.

  • Escalation Response Lead, Usds

    5 hours ago

    Sydney, Australia TikTok Full time

    Responsibilities About TikTok U.S. Data Security TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security (“USDS”) is a subsidary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and...

  • Support & Escalations Team Lead

    3 days ago

    Sydney, New South Wales, Australia Smokeball Australia Full time $80,000 - $120,000 per year

    About SmokeballWith offices in Australia, the US, and the UK, Smokeball is the leading provider of legal practice management software, helping small and mid-sized legal practices run their best firm and live their best life. We're passionate about what we do, and our clients know itNot to brag, but we've just been awarded the best place to work in Australia...

  • Escalation Manager

    4 days ago

    Sydney, Australia Splunk Full time

    The Escalation Manager is a member of the Incident, Escalation and Problem Management Team at Splunk, which leads and handles escalations resulting from product, services, account management, customer experience, adoption and renewal related topics. This team brings strategy, structure, executive attention, and additional internal resources to customer...

  • Escalation Manager

    2 weeks ago

    Sydney, Australia MongoDB Full time

    The worldwide data management software market is massive (IDC forecasts it to be $137.6 billion by 2026!). At MongoDB we are transforming industries and empowering developers to build amazing apps that people use every day. We are the leading modern data platform and the first database provider to IPO in over 20 years. Join our team and be at the forefront...

  • Escalated Deactivations Team Lead

    5 hours ago

    Sydney, Australia Uber Full time

    **#Greatmindsdontthinkalike**:At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organisation with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts. **About The...

  • Escalation Manager

    2 weeks ago

    Sydney, Australia AC3 Full time

    Exposure to Blue chip & Government Cloud Environments - 4th Best Place to Work in Australia! - Guide engineers of various specialties to resolve complex problems and incidents **Please note - applicants must be living in Sydney, overseas or interstate applicants will not be considered.** **About the company** *** At AC3, our purpose is to make technology...

  • Incident and Escalation Manager

    4 days ago

    Sydney, Australia Datadog Full time

    The Incident and Escalation Management team (IEM) is part of Datadog's Global Support Engineering (GSE) organization. The purpose of IEM is to continuously improve Datadog's overall customer experience during incidents and critical moments. Datadog Global Support Engineering (GSE) is looking for experts with a background in Incident Management and...

  • Escalations & Resolutions Specialist

    5 days ago

    Sydney, New South Wales, Australia Plan Partners Full time $60,000 - $90,000 per year

    As an Escalations and Resolutions Team Member, you will be the key contact for escalated and complex queries, complaints, and sensitive issues.At Plan Partners, we are on a mission to empower people with disability to live the life they choose. As part of the leading provider of NDIS plan management and support services in Australia, we take care of the...

  • Escalation Response Data Analyst

    2 weeks ago

    Sydney, Australia TikTok Full time

    Responsibilities About TikTok U.S. Data Security TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security (“USDS”) is a subsidary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and...

  • Senior Payroll Officer

    46 minutes ago

    Sydney, New South Wales, Australia Lead Group Full time $120,000 - $145,000 per year

    Full-time, continuing positionHarness your expertise as Senior Payroll OfficerBase Salary from $112,628 plus 17% superannuationAbout the opportunity The Senior Payroll Officer is responsible for overseeing and performing a wide range of payroll-related activities, including the fortnightly pay run, reconciliations, interpreting awards and contracts, and...