Teams at Steno

Provides Tier 1 IT support by managing tickets, troubleshooting macOS and Windows issues, supporting Zoom Phone and SaaS applications, deploying hardware and software for employees, maintaining inventory, coordinating repairs and disposal, creating knowledge-base content, and escalating complex issues. The role also supports onboarding, phishing-report escalation, and hardware transportation while working a hybrid schedule in the Los Angeles area.

Provides phone and ticket-based customer support, resolves client issues, follows escalation workflows, manages competing priorities, and collaborates with Account Management, Scheduling, Billing, and Production teams. The role requires clear communication, composure under pressure, remote-work readiness, and accurate use of Zendesk, Slack, and Guru. Schedule is Monday through Friday, 10:30 a.m. to 7 p.m. Pacific Time.

Manage relationships with assigned law firms as their primary contact, providing personalized customer service and coordinating deposition orders, scheduling, issue resolution, and urgent requests. Partner with Account Executives and internal teams, monitor client trends, educate customers on products, and identify improvement opportunities. The role requires careful prioritization, proactive communication, after-hours coverage, and availability during Pacific Time business hours.