Service Operations Specialist

Overview

Orrick currently has an excellent opportunity for a Service Operations Specialist I at our Global Operations & Innovation Center in Wheeling, WV
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The Service Operations Specialist I 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 demeanor 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 department s 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 absence/tardiness, and shift coverage availability.
• Act as an incident/ticketing workflow coordinator when scheduled or assigned. This includes but is 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 detailed work notes.
• Strong judgment and decision-making skills; you will need to make educated decisions on demand with minimal supervision.
• It is essential 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 basic 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.
• Identify security issues and take action to protect the firm’s integrity.
• Adequately support a work from home environment. Keep up with and understand home networks, wireless printers, office equipment, and troubleshoot the firm s current remote access software and tools.
• Ability to perform computer imaging and proficiency with installing operating systems on various makes and models of laptops and desktops.
• Keep the Wheeling office computers up to date by issuing new hardware as necessary, or as the lease expires along with coordinating a smooth transition by backing up and restoring software/documents.
• Provide in-office support of the firm’s video conferencing equipment.
• Setting up and troubleshooting enterprise-level printers.
• Assist with equipment needs inside the office. Have good understanding of how to hook up computers to monitors, docking stations, mice, keyboards, headsets, and any miscellaneous accessories that someone may need to work efficiently.
• Be open to exciting travel…