Teams at Steno

Provides Tier 1 remote IT support, including ticket intake, troubleshooting, software and Zoom Phone support, hardware and license deployment, onboarding materials, inventory, repairs, and knowledge-base maintenance. Escalates complex issues with clear documentation, supports phishing-related requests, and collaborates with the Helpdesk team. The role covers macOS and Windows environments, SaaS provisioning, Google Workspace, Microsoft 365, Zoom, and MDM basics.

Manage relationships with a portfolio of law firm clients, coordinating jobs, reschedules, cancellations, service additions, and deadlines. Resolve issues proactively, handle high-priority requests, collaborate with Account Executives, support client handoffs, and maintain clear communication across teams. Use cloud-based tools and internal systems while tracking retention, churn, account activity, SLA, and quality metrics. Work remotely during Eastern Time business hours, with occasional evenings or weekends as needed.

Coordinates litigation support operations by triaging and routing tickets, managing Zendesk and phone communications, monitoring job milestones, requesting vendor updates, and keeping clients informed. Resolves cross-functional issues, escalates urgent requests, maintains accurate case records, and supports knowledge-base and meeting-note projects. The role requires organized, precise handling of high-volume, deadline-driven workflows and familiarity with legal documents and eFiling or case-management platforms.