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Help Desk Manager

Job Type : Direct
Hours : Full Time
Required Years of Experience : 3+
Travel : No
Relocation : No

Job Description :




We are looking for a proactive, organized, relationship-minded teammate who will play a critical role on our client services team by being the first line of support for law firms we serve. This role is an in-house position with standard hours Monday – Friday. Over the course of a week your duties will include, but are not limited to:



  • Provide telephone and email support to our existing client base

  • Assist the Technical Manager in managing support tickets submitted by clients

  • Log, track and update errors in Jira, reaching out to clients when they are remedied

  • Be a resource to our client consultant team so they can be productive in the field

  • Identify areas we can improve our processes for both our consultants and clients

  • Work as a teammate by providing other services and performing other tasks and duties as required

  • Laugh and learn everyday 


 


Position is a full-time position and is conveniently located in downtown Chicago with convenient access to CTA and Metra stations.  


 





 

Required Qualifications :

 



  • Strong technical skills that allow you to easily guide clients through technical processes over the phone or online

  • Empathy and patience with users of all levels of technical ability

  • Expertise in Microsoft Office Suite

  • Experience with Webinar and screen-sharing tools, such as; LogMeIn Rescue, Zoom, Google Hangouts or other

  • Excellent written and verbal communication skills, especially as it relates to technology

  • A proactive nature, who looks to find solutions to problems instead of just reacting to them, or solving them to complete a call with the ability to “troubleshoot” client issues

  • Patience, empathy, and integrity approaching each situation with a fresh outlook and the client’s success in mind

  • Ability to identify client needs and challenges that must be tackled in order for them to grow into the product

  • Metrics minded approach, together with the ability to notice patterns and areas of improvement amongst clients (positive or negative)

  • A Team player


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