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Job Title
Global Engagement Specialist
Job Location
Kansas City
Job Type
Business Services
Country/Territory
United States
Region
The Americas
Description
The mission of the customer service team is to provide prompt,
friendly, customer-focused service to minimize disruption to firm
staff by following standard, repeatable processes. The Global Service
Liaison enables this mission by ensuring excellent customer engagement
and overall service consistency. This position leads initiatives to
proactively improve customer service, provides training to end users
and Global Service Specialists, and participates in IT projects as
needed. The successful candidate for this position must have an
excellent understanding of the business of law, and be able to engage
with legal staff and business service customers in ways that build
relationships and generate respect for the service that the team provides..
Key Responsibilities
Duties other than the following may also be assigned.
Provide customer training.
Create, review, edit, and curate knowledge articles to ensure
accuracy and relevance.
Review tickets and provide feedback on possible improvements to
Global Service Specialists .
Mentor and train Global Service Specialists.
Assist with handling escalated tickets or issues, and managing
response to difficult customer situations.
Prepare reports on ticket metrics, analyze metrics, make
suggestions for improvement.
For new services/solutions being transitioned to customer service
team, define requirements for acceptance, assist with training and
documentation, and sign off when service/solution is ready to transition.
Assist with project delivery. Provide input to business
requirements & value analysis.
If needed, perform tasks normally handled by Global Service Specialists.
Ad-hoc tasks assigned by Manager.
Required Education
Diploma or degree in Computer Science, Information Technology, or
related field preferred.
Required Experience
5+ years of customer service role
3+ years of professional services firm experience
2+ years of experience performing training, service desk reporting
& analysis, knowledge base management, or delivering projects
Informal Project Management, Process Development and Document Creation
Data Review and Report Creation
Knowledge of ServiceNow administration preferred but not required
Experienced with technologies from the below list is helpful:
Document Management ,eg iManage
Enterprise Apps, eg Elite 3E, HRIS, Interaction
Intranet, eg SharePoint, Jive
Citrix
VPN
Microsoft Exchange
Microsoft Office
Microsoft Excel
Active Directory
VMware
Desktop imaging
End user hardware & peripherals
Cisco phones
Printers
-Principals Only-
We offer a rewarding work environment that supports professional
growth and opportunities. We value diversity in our work place and
it is the policy of the Firm to recruit, hire, promote, reassign,
compensate and train highly qualified persons without regard to
race, color, sex, sexual orientation, gender identity or expression,
religion, national origin, age, disability or any other basis
protected by applicable law.
CLYDE & CO PRIVACY NOTICE: https://www.clydeco.com/help/privacy