Job Title: Contract Lifecycle Management (Icertis/Ironclad) Support Agent
Job Summary:
The CLM Level 1 Support Agent provides first-line support for users of a Contract Life Management system. The role involves responding to customer queries, troubleshooting and solving basic system issues, executing basic CLM tasks, and escalating complex situations to next-level support technical teams or Vendors. The agent ensures timely resolution of issues while maintaining a high standard of customer service and adhering to service level agreements (SLAs).
Roles and Responsibilities:
Customer Support:
- Respond promptly to customer queries via email, chat, or ticketing system.
- Provide first-level technical and functional assistance to users of the CLM system.
- Clarify issues related to user accounts, system navigation, and basic CLM functionalities (e.g., creating, editing, or managing contracts).
- Offer guidance on standard procedures, workflows, and system usage.
Issue Troubleshooting:
- Identify and resolve basic technical issues, such as login errors, system performance concerns, or incorrect configuration settings.
- Conduct initial diagnostics by gathering information about the issue and replicating the problem if needed.
- Utilize knowledge base and troubleshooting guides to assist in resolving reported problems.
Case Management:
- Log, track, and update tickets in the incident management system in a timely manner.
- Ensure tickets are categorized, prioritized, and resolved within agreed SLAs.
- Escalate unresolved or complex issues to Vendor or Internal technical support teams with detailed documentation of troubleshooting steps.
Documentation and Reporting:
- Maintain detailed and accurate records of customer interactions and resolutions.
- Provide feedback to the documentation team to improve user guides and FAQs.
- Assist in compiling reports on common issues, resolution times, and customer satisfaction.
- Maintain knowledge base, internal procedures documentation portal and customer support portal.
Collaboration:
- Communicate effectively with internal teams, including Vendor or Internal technical support teams, to address escalated issues.
- Participate in team meetings and knowledge-sharing sessions to stay updated on system changes and best practices.
Continuous Improvement:
- Proactively suggest improvements to workflows, customer service processes, or system usability.
- Stay informed about updates to the CLM platform and relevant industry standards.
Required Skills and Qualifications:
Technical Skills:
- Familiarity with ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow, or similar)
- Basic troubleshooting and diagnostic skills, particularly for SaaS applications
- Strong working knowledge of Contract Lifecycle Management (CLM) systems, especially iCertis
- Solid understanding of common contract-related business processes (e.g., creation, approvals, renewal workflows, obligations, governance bodies)
Soft Skills:
- Strong verbal and written communication skills.
- Customer-centric approach with excellent problem-solving abilities.
- Ability to prioritize tasks and manage time effectively under pressure.
- Team player with a willingness to collaborate and share knowledge.
Experience and Education:
- Minimum of 1 year of prior experience in a customer service or help desk role, preferably in the SaaS or CLM domain.
- Graduate in Computer Science or equivalent required; additional certifications in IT support or CLM systems preferred.
- Basic knowledge of contract management or legal documentation is a plus.
Company Information:
Integreon is a trusted, global provider of award-winning legal and business solutions to leading law firms, corporations and professional services firms. Our highly trained, experienced staff of over 3,000 employees globally service a comprehensive range of client needs that require scale and expertise, enabling clients to become more operationally efficient. Integreon works with corporations and law firms who rely on our team’s experience and expertise in documents, administrative and business services. With delivery centres on three continents, Integreon offers multi-lingual, around-the-clock support, as well as onshore, offshore and onsite delivery of our award-winning services.
If you are exceptional at what you do, we would love to put you to work in an exceptional company in an exceptional position.
We are One. We are On.
Follow us https://www.linkedin.com/company/integreon/
Visit us at www.integreon.com
#Icertis #Ironclad #Legal documentation #Contract Management #Contract Lifecycle Management #CLM
Job Type: Full-time
Pay: $150,000.00 - $300,000.00 per year
Application Question(s):
- Are you authorized to work in Mexico?
Experience:
- Contract Lifecycle Management tool: 1 year (Preferred)
- Icertis: 1 year (Preferred)
- Ironclad: 1 year (Preferred)
- Contract Management Support Agent: 1 year (Preferred)
Language:
- English (Required)