Nov 15, 2019
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.
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
Diploma or degree in Computer Science, Information Technology, or related field preferred
Knowledge, Skills & Abilities
Works mostly independently with minimal supervision. Determines own approach to assigned tasks of moderate complexity. Suggests and implements improvements to customer service processes
Positivity to maintain a cheery persona and be a calming presence in face of upset or angry customers. Adaptable and able to handle surprises.
Deep and/or specialized knowledge of inner workings of supported solutions. Able to trouble-shoot and identify workarounds or solutions to new problems.
Creates documentation for new processes and workarounds. Able to train and advise other team members on how to solve issues.
Can act as call controller and monitor others on team when required. Acts as escalation point for issues.
min 5 years in Customer Service
min 3 years in Law firm or other professional services firm experience
Experienced with at least 5 of Clyde & Co's technologies listed below:
1. Document Management ,eg iManage
2. Case Management, eg MatterSphere, Visualfiles, Axxia, Prolaw
3. Dictation, eg Bighand
4. Time Recording, eg Intapp Time
5. Enterprise Apps, eg Elite 3E, HRIS, Interaction
6. Intranet, eg SharePoint, Jive
9. Microsoft Exchange
10. Microsoft Office
11. Active Directory
13. Desktop imaging
14. End user hardware & peripherals
15. Cisco phones
- Shifts required (6am – 3pm; 10am – 7pm)
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.