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Role responsibilities:
- Supervise and coach analysts handling inbound tickets, calls, and chats from court reporters using Maggie.
- Triage high-severity incidents and lead incident response for P0/P1 events, coordinating cross-team response and status updates.
- Review and QA analyst bug reports for clarity before escalating to engineering.
Qualifications and experience:
- 5+ years in customer-facing technical support (B2B SaaS, IT help desk, legal tech, or similar) with at least 2 years in a lead/supervisory role.
- Calm under pressure with live event incidents where quick restoration is critical.
- Strong triage instincts to distinguish product bugs from hardware/IT issues.
Tools and systems:
- Comfortable on Windows and Mac with basic networking fluency.
- Experience with ticketing systems (Zendesk, ServiceNow, Jira Service Management, or similar) and support metrics.
- Ability to build processes, playbooks, and training from scratch.
Magna Legal Services
Magna Legal Services provides end-to-end legal support services to law firms, corporations, and governmental agencies throughout the nation. They are building a dedicated support team for their digital court reporter product, Maggie, and are roughly doubling their user base over the next year.