Helpdesk Technical Support Specialist

Greenberg Traurig (GT) is a global law firm with locations across 15 countries. We offer competitive compensation and an excellent benefits package, along with the opportunity to work within an innovative and collaborative environment.

About the role

The Helpdesk Technical Support Specialist provides technical support for attorneys and business staff in a 24/7/365 call center environment. This role will be based in our Phoenix office on a hybrid basis and reports to the Helpdesk Supervisor.

Schedule

• 12:00 pm – 10:30 pm Thursday, Friday, Saturday, and Sunday (Phoenix time)
• 12:00 pm – 10:30 pm Sunday, Monday, Wednesday, and Thursday (Phoenix time)

Responsibilities

• Resolves complex technical issues at point of contact
• Utilizes customer service skills to effectively support a demanding client base
• Maintains understanding of and adheres to all departmental procedures, including Helpdesk SOPs
• Meets key performance metrics, including first-level resolution, average ticket resolution time, email queue ratio, customer service surveys, and quality assurance review
• May provide on-call support for the Helpdesk
• Assists with other department activities as needed and performs additional duties and responsibilities assigned
• Works overtime as needed

Requirements

• Prior experience providing technical support in a call center environment or professional services organization preferred
• Microsoft Office Specialist certification in MS Word and other Office certifications preferred
• A+ and Network+ certifications are highly desirable
• Prior experience documenting interactions and using an IT ticketing system
• Familiarity with information security protocols and escalating security issues required

Skills & Competencies

• Provides outstanding client service, meets high-quality standards, and meets or exceeds client expectations
• Excellent interpersonal and communication skills (oral and written), including the ability to explain highly technical information in clear, easily understandable terms for non-technical audiences
• Strong attention to detail and the ability to multi-task in a fast-changing, high-pressure, deadline-oriented environment while meeting all established productivity measures
• Excellent analytical and critical thinking skills
• High level of proficiency in using Microsoft Office (Outlook, Word, Excel, and PowerPoint)

Benefits

We offer an excellent benefits package.