IT Support Analyst

This is a fully remote position, open to applicants in New York.

📋 Description

• Manage incoming tickets, phone calls, and chats from court reporters utilizing Maggie.

• Address common issues promptly: account access, settings, configurations, and how-to inquiries.

• Assess incoming issues: is this related to a Maggie product, a hardware/IT concern, or a request for a new feature?

• Collaborate with Magna IT colleagues when the root cause involves the user's device, network, or peripherals.

• Submit clear and reproducible bug reports to our engineering team (Restless Labs) when the issue lies within the product.

• Participate in on-call shifts for priority zero emergencies — if a deposition is happening and Maggie is down, you are the one who restores functionality.

• Enhance the knowledge base as you discover common solutions — every resolution you identify should expedite future tickets.

• Assemble Maggie-specific hardware kits that include laptops and specialized mixers (East Coast).

• Monitor for patterns and report them to the product team.

⛳️ Requirements

• Over 3 years of experience in customer-facing technical support — B2B SaaS, IT help desk, legal tech, or similar fields.

• Composed under pressure. You remain calm when a customer's live event is disrupted and time is of the essence. You either resolve the issue or redirect appropriately while keeping the user updated.

• Excellent triage skills. You can quickly distinguish between a "product bug" and a "laptop issue" without prolonged back-and-forth discussions.

• Strong written communication abilities. Our users are legal professionals who recognize the quality of writing. Tickets, emails, and knowledge base articles must be well-crafted.

• Proficient with both Windows and Mac operating systems, with basic networking knowledge (Wi-Fi troubleshooting, audio device configuration, browser diagnostics).

• Self-motivated. This is a nascent team, and standard operating procedures are not yet established. The processes will be developed collaboratively. If you require a predefined playbook to proceed, this role may not be suitable.

• Willingness to participate in an on-call rotation. Priority zero incidents can occur during live events, and we provide a stipend for each shift.

• Located in the Eastern time zone, available from 8 AM to 5 PM ET.

• **Bonus points**

• Experience in legal tech, court reporting, or working with attorneys or paralegals.

• Familiarity with remote deposition platforms, transcription software, or audio/video capture tools.

• Basic scripting or SQL/KQL skills for log analysis.

• Experience with ticketing systems (Zendesk, ServiceNow, Jira Service Management, or similar).

• Experience in authoring knowledge base content.

🏝️ Benefits

• Equal employment opportunities.

• Prohibits discrimination and harassment of any kind.