Helpdesk Technical Support Specialist

Position Summary

The Helpdesk Technical Support Specialist provides technical support for attorneys and business staff in a 24/7/365 call center environment. The Available Shifts For This Position Are 12:00 pm - 10:30pm Thursday, Friday, Saturday and Sunday Phoenix time12:00 pm - 10:30pm Sunday, Monday, Wednesday and Thursday Phoenix time

Key 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, but not limited to, the Helpdesk SOPs
• Mets key performance metrics, including first level resolution, average ticket resolution time, email queue ratio, customer service surveys, and quality assurance review to efficiently and effectively resolve support requests
• May provide on-call support for the Helpdesk
• Affords assistance with other department activities as needed, and performs additional duties and responsibilities assigned
• Works overtime as needed

Qualifications

• Provides outstanding client service, meets high quality standards for services, 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 and meet all established productivity measures
• Excellent analytical and critical thinking skills
• Demonstrate a high level of proficiency in using Microsoft Office (Outlook, Word, Excel, and PowerPoint)

Skills & Competencies

• Provides outstanding client service, meets high quality standards for services, 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 and meet all established productivity measures
• Excellent analytical and critical thinking skills
• Demonstrate a high level of proficiency in using Microsoft Office (Outlook, Word, Excel, and PowerPoint)

Education & Prior Experience

• 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