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.

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