Description:
- Join a highly impressive & award winning business, team & culture
- Must be local to Sydney (WFH+WFO setup)
- $90-100k salary package; 2 interview rounds
We are looking for a Technical Customer Support Officer who will be part of a Global Support team for one of the fastest growing firms in the world!
- Award winning professional services firm dedicated to talent development, strong leadership & technological embrace
- Opportunity to solve unique tech challenges & get recognized quickly in the organization
- Permanent salary: $90-100k salary package
- Sydney based (Flexible hybrid setup - WFH+WFO)
Role Title: Global Service Liaison
The mission of the customer service team is to provide prompt, friendly, customer-focused service to minimize disruption to firm staff by following standard, repeatable processes. The Global Service Liaison (GSL) enables this mission by ensuring excellent customer engagement and overall service consistency. This position leads initiatives to proactively improve customer service, provides training to end users and Global Service Specialists (GSS), and participates in IT projects as needed.
The successful candidate for this position must have an excellent understanding of the business of law, and be able to engage with legal staff and business service customers in ways that build relationships and generate respect for the service that the team provides.
What you'll be doing:
- Create, review, edit, and curate knowledge articles to ensure accuracy and relevance.
- Provide customer training.
- Review tickets and provide feedback on possible improvements to GSS.
- Mentor and train Global Service Specialists
- Assist with handling escalated tickets or issues, and managing response to difficult customer situations.
- Prepare reports on ticket metrics, analyze metrics, make suggestions for improvement.
- For new services/solutions being transitioned to customer service team, define requirements for acceptance,
- assist with training and documentation, and sign off when service/solution is ready to transition.
- Assist with project delivery. Provide input to business requirements & value analysis.
- If needed, perform tasks normally handled by Global Service Specialists.
- Ad-hoc tasks assigned by Manager.
Soft Skills
- Self-supervising within high level guidance.
- Mentors Global Service Specialists.
- Motivates and encourages customer service team, providing training and leading improvements. Can effectively train customers. Creates and edits appropriate knowledge base and training documentation for internal IT and external customer consumption. Clarifies and simplifies complex ideas, tailoring communication for audience.
- Can prioritize ticket resolution, run reports and analyze tickets to identify areas where customer service can be improved, or where technical fixes are needed to prevent recurring problems.
- Acts as liaison between customer service team and legal/business customers to ensure customer needs are satisfied.
- Solicits input and feedback from customers to improve overall services provided by IT.
Areas of Experience
- 5+ years working in a Customer service/Customer support role
- Should have strong communication skills & stakeholder management experience
- Up to 3 years of Law firm or other professional services firm experience
- Experience performing training, service desk reporting & analysis, knowledge base management, or delivering projects for 2+ years
- 5+ years technical experience w/ various technologies (Office 365, MS Windows, MS Exchange, VMware, Citrix, VPN, Active Directory, Cisco phones, Intranet etc.)
Additional Details:
We will need a person who has a strong technical background. They will serve as a Technical escalation point to other GSS & will help bridge the gap as current escalation points are from overseas.
Four Important Areas:
- Creating knowledge base articles to support the support desk team. Create processes and look for improvements/flaws so that IT helpdesk can provide best customer service and resolve things quickly
- Training for employees (delivery either in groups of new joiners, or one on one if Partner/Manager level)
- Will also serve as escalation point and processing difficult tickets. Also helping GSS during peak periods
- Helping with projects/ technology upgrades/ rollouts and training elements