Teams at Steno

Provides first-line support for law firm clients using records retrieval services. Responds to calls, emails, and tickets; reviews orders and authorizations; tracks request status; resolves blockers; escalates urgent issues; handles PHI in compliance with HIPAA and cybersecurity procedures; routes inquiries to internal teams; and develops playbooks, macros, and knowledge-base content.

Book court reporters for depositions, track assignment deadlines, follow up to ensure timely transcript delivery, educate reporters on processes and tools, manage regional scheduling workflows, maintain professional relationships, and recommend process improvements. The role requires strong organization, clear communication, discretion with sensitive information, and the ability to manage competing priorities in a fast-paced remote environment.

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.