Service Operations Specialist II

Overview

Orrick currently has an excellent opportunity for a Service Operations Specialist II in our Global Operations & Innovation Center in Wheeling, WV
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Please Note: This is a hybrid role requiring regular onsite work and a willingness to be flexible with working various schedules and shifts in Wheeling, WV. Candidates must be within commutable distance or willing to relocate at their own expense. Remote-only arrangements are not available for this position.

The Service Operations Specialist II 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 absence ardiness, 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 on projects as necessary.
• Identify security issues and take action to protect the firm’s integrity.
• Support a work from home environment. Have a strong understanding of home networks, wireless printers, office equipment, and troubleshoot the firms current remote access software and tools.
• Ability to perform computer imaging, proficiency with installing operating systems on various makes and model laptop and desktops.
• Keep the Wheeling office computers up to date by issuing new hardware as…