Job Information
Orrick, Herrington & Sutcliffe Service Operations Specialist II in Wheeling, West Virginia
Service Operations Specialist II Job Locations
US-WV-Wheeling
ID 2024-1475
Category Information Technology Overview
Orrick currently has an excellent opportunity for a Service Operations Specialist II in the Global Operations & Innovation Center(GOIC) in Wheeling, WV.
Responsibilities
The Service Operations Specialist II position is non-exempt and works under the general supervision of the Service Operations Manager. The position is part of a dynamic team being the single point of contact for the efficient resolution of technical issues and offer customer service on non-IT items as necessary. This individual will provide support to attorneys, staff, and clients on the Firm's computer systems across multiple regions. This department operates 24/7, 365 days a year. Excellent customer service skills, have the capacity to deescalate situations using a friendly demeaner and allow people the opportunity to describe problems or requests for service, while obtaining a sense of the priority and setting an appropriate time frame within the departments service level agreements if something cannot be resolved on first contact. Provide comprehensive technical support through phone, email, and using chat. Offer hands on support while in the office for walk up inquiries. Use good judgement, skill, and internal/external research to generate innovative solutions to technical problems and or appropriate workarounds so that the customer can get back to work as efficiently as possible. In the event a resolution cannot be found, determine the proper priority based upon the customer's needs and coordinate with other department engineers to obtain a solution. Resolve as many incidents as possible while meeting monthly metric objectives for the following categories: Phone availability and percent answered, chat availability and percent answered, ticketed calls and chat percentages, customer service ratings, unexcused absencetardiness, and shift coverage availability. Act as an incident/ticketing workflow coordinator when scheduled or assigned. This includes but not limited to: monitor unassigned incidents, assigning out work, coordinate escalations, monitor calls in queue, ensuring agent availability, keeping abandon rates low, and dealing with critical outages. Log all support issues in the IT service management database including accurate descriptions and details work notes. Strong judgment and decision-making skills, you will need to make educated decisions on demand with minimal supervision. Mentor, train, and assist other Service Operation Specialists. Be a subject matter expert for at least 1 of the firms' core applications. Be proactive and identify potential technical issues by volunteering and testing out beta versions of software. It is a must to be able to keep up with an exciting high tech fast-paced work environment, prioritize your work, and effectively multitask. Arrive/log into work on time, be willing to work flexible hours as needed and requested. Willingness to work overtime and be a team player is necessary to provide shift coverage in the event of vacations, holidays, illness, and times when the firm demand requires additional assistance. Install firm software and provide advanced training on how the core applications work. Develop and keep up to date documentation on technical configurations. Monitor system alerts and proactively address potential issues using Problem management. Work on complex projects as assigned with a team or independently and complete tasks within a timely manner. Be a backup to the subject matter expert and take the lead... For full info follow application link.
All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or on the basis of disability.