Not currently receiving applications. For agency users and internal applicant, please login, or register.
Job Title
Global Service Specialist I
Job Location
Kansas City
Job Type
Business Services
Country/Territory
United States
Region
The Americas
Description
This position primarily provides a reactive response to requests and
issues, but also participates as needed in IT projects and proactive
service initiatives. The successful candidate for this position must
have good communication skills and a desire to achieve high customer
satisfaction. The mission of a Global Service Specialist is to provide
prompt, friendly, customer-focused service to minimize disruption to
firm staff by following standard, repeatable processes.
Mon - Fri - 35 hours per
week, in the following shifts:
01:00am - 09:00am
01:30am - 09:30am
02:00am - 10:00am
All shifts are Central Time. Some overtime work may be required.
Some weekend coverage will be needed from time-to-time and
determined by rotation.
Key Responsibilities
Duties other than the following may also be assigned.
Respond to customer incidents and requests received via phone,
email, or other standard methods within agreed SLAs.
Resolve customer issues by clarifying the customer's needs;
determining the cause of the problem; selecting and explaining the
best solution to solve the problem; expediting correction or
adjustment; following up to ensure resolution.
Where possible, resolve customer requests on first contact.
Identify customer training opportunities.
Keep records of customer interactions in ticketing system; follow
communication procedures, guidelines, and policies.
Provide onsite (at desk) service to customers, as well as service
using remote control and administration tools.
Create & update knowledge articles.
Manage end user assets (including laptops, desktops, monitors,
peripherals, printers, mobile phones) from setup & configuration
to collection & wiping. Ensure asset tracking systems are
updated appropriately.
Install pre-packaged software on user-end devices.
Create, update, and delete user accounts in active directory and
supported applications.
Assist with audio-visual conferencing setup, scheduling & support.
Perform software and/or hardware testing.
Respond to security incidents and perform initial investigation
and remediation actions.
Assist with event monitoring, diagnosis, and response.
Respond to major incidents: identify and categorize incident; send
internal and external notifications in accordance with pre-defined
protocols; perform trouble-shooting and diagnosis of hardware,
software, and networks; escalate appropriately; contribute to
remediation efforts where possible; contribute to after-action analysis.
Perform basic system management and operational tasks.
Assist with office move technology logistics.
Assist with project delivery.
Ad-hoc tasks assigned by Manager.
Required Education
Diploma or degree in Computer Science, Information Technology, or
related field preferred.
Required Experience
2-3 years in a customer service role
Required Knowledge, Skills & Abilities
Works under close supervision and work is reviewed frequently.
Strong written & verbal communication. Empathy.
Tenacity & work ethic - willingness to do what needs to be
done and not take shortcuts. Understanding of when to escalate an
issue to ensure not wasting customer or own time.
General, broad understanding of supported solutions. Able to
identify customer needs, perform pre-defined checks, and provide
basic answers/tips based on personal knowledge or use of knowledge
base articles.
Contributes to documentation and knowledge sharing with guidance
and direction.
Clyde & Co shifted to virtual work for the majority of our
lawyers and business services team with the global outbreak of
Covid-19. This precaution was taken to help protect our people,
clients and communities. It is likely that this role will start
virtually while the firm continues to evaluate the situation.
-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