Escalations Lead

1 week 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.

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