Company name
Clyde & Co LLP
Location
Kansas City, MO, United States
Employment Type
Full-Time
Industry
It
Posted on
Feb 02, 2021
Profile
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 law firm or other professional services firm experience
2 years of experience performing training, service desk reporting & analysis, knowledge base management, or delivering projects
Experienced with 5 technologies from the below list: 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
-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
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Company info
Clyde & Co LLP
Website : https://www.clydeco.com