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Job Title
Global Service Specialist II
Job Location
Kansas City
Job Type
Business Services
Country/Territory
United States
Region
The Americas
Description
The Firm
Clyde & Co is a leading,
sector-focused global law firm with 400 partners, 2000 legal
professionals and 3600 staff in over 40 offices across six
continents. Its core global sectors position it at the heart of
global trade and commerce: insurance, trade & commodities,
energy, transport and infrastructure. With a strong emerging markets
focus, the firm has achieved compound average annual revenue growth
of 12% over the last five years, making it one of the fastest
growing law firms in the world with ambitious plans for further
growth.
Our achievements were recognized
in 2016, when we were awarded the accolade of Law Firm of the Year
by The Lawyer. This award is one of the most sought-after in the
industry as it recognises the firm that has performed most strongly
on a number of measures including; strong leadership and strategic
vision, strong financial management and growth, talent management
and workplace development and client innovation.
Our vision is to be our clients
first choice for complex, multi-jurisdictional matters in our chosen
sectors by investing in our core practice areas in chosen locations,
serving an international client base and build a network of offices
in key trading zones. Our key focus is also to become the "go
to" firm in emerging markets, running ourselves professionally
by attracting and developing the best people.
The Role
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. 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.
Management Responsibilities
None.
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 Knowledge, Skills & Abilities
Works under general supervision,
within well-established practiceas and clearly defined scope of
work. Suggests improvements.
Excellent communication,
inlcuding use of positive language, active listening, ensuring
complete understanding. Initiative to make customers' experiences
better. Patience to work with frustrated customers and get to the
root of their problem.
Technical knowledge of
solutions. Able to identify symptoms of problems/issues, use
diagnostic tools, and apply known solutions.
Able to document processes and
perform knowledge transfer to other team members.
Acts as escalation point for issues.
3 - 5 years of experience in a
customer service role
1 - 2 years of experience
working for a law firm or other professional services firm
experience is preferred
Experience with 3+ of the
following technologies (not required to be an SME):
Document Management, eg iManage
Case Management, eg.
MatterSphere, Visualfiles, Axxia, Prolaw
Dictation, eg Bighand
Time Recording, eg Intapp Time
Enterprise Apps, eg Elite
3E, HRIS , Interaction
Intranet, eg SharePoint, Jive
Citrix
VPN
Microsoft Exchange
Microsoft Office
Active Directory
Vmware
Desktop imaging
End user hardware & peripherals
Cisco phones
Printers
Shift Options
Shift 3: 4:30 pm - 1:30 am CT;
Monday - Friday
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.
Clyde & Co US LLP is committed to protecting the health and
well-being of our employees and partners, their families, and
members of our community against COVID-19. Accordingly, we require
all partners and employees based in the United States to be fully
vaccinated against COVID-19 to enter the Firm's office, unless they
have been granted a reasonable accommodation based on documented
medical or religious grounds. Offers of employment will be
conditioned upon applicants presenting proof of full COVID-19
vaccination unless exempted by the firm based on medical or
religious grounds.
-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