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.

Shift: 5:30 pm - 1:30 am CT; Saturday - Wednesday

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 close supervision and work is reviewed frequently.
• Strong written and verbal communication. Empathy. Tenacity and 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 the customer's time or your 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.

Required Experience

• 2 - 3 years in a customer service role
• Experience with 1+ technologies listed below:
  • Document Management (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

-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