Job Description Job Description
Our client is looking for a candidate who can hit the ground running. Therefore, they will need to have worked in the legal field for at least 5 years, in the recent past. Experience with legal software (Litera, document management software, whether it be eDocs, DeskSite or iManage Work). Solidly versed in providing formatting assistance with Office apps, such as Word, Excel and PowerPoint. Skilled in trouble-shooting software issues, able to pivot between facilitating email requests, phone calls, perhaps walk-ins while in the office (which will be a hybrid work schedule) The candidate should be very customer service orientated and a great communicator.
Work Schedule 9am - 5pm, Mon - Fri (in-office 3 days) Flexibility to work off hours
Responsibilities - Respond to, research, and resolve user inquiries for first- and second-level support received via telephone, e-mail, or walk-in, in a timely and efficient manner.
- Maintain effective communication and follow-up with assigned floors.
- Interface and maintain effective communication with other Support, Training, and Information Systems staff.
- Escalate problems to appropriate individual(s) based on established guidelines and procedures.
- Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to users.
- Attend Computer Support Weekly Education Sessions, and provide presentations as needed for specific topics.
- Attend ongoing training programs to keep technical skills sharp.
- Take ownership and follow up on tickets escalated to other groups to ensure resolution and user satisfaction.
- Recommend improved Support methods aimed at increasing Support's efficiency and productivity.
- Participate in software and hardware rollouts/upgrades including planning, testing, scheduling, pilot testing, solicitation of user feedback and compilation of same, training, support, monitoring, etc.
- Demonstrate willingness to cover extended hours and overtime on holidays, weekends or after regular business hours when coverage is needed.
- Write instructional documentation associated with the firm's technology.
- Provide weekly activity report to Computer Support Manager.
Requirements - Strong technical skills in Microsoft Office 2016 and Outlook 2016, Windows 10, Ivanti SM, MS Edge, Adobe Acrobat, Mobile Iron, iOS devices, Accellion ChangePro, DocXTools, Citrix. Duo Mobile, iManage DeskSite, WebEx, Lenovo laptops, Dell desktops and laptops, and printers
- Remote office location support experience a plus.
- Receptive and willing to cover extended hours and overtime on holidays, weekends or after regular business hours when coverage is needed.
- Strong analytic skills, outstanding customer service skills and detail-oriented.
- A disciplined self -starter who is resourceful, reliable, and trustworthy is needed.
- Ability to manage a varied workload and meet deadlines.
- Must be able to work collaboratively with lawyers and staff, demonstrating strong teamwork and a positive attitude.
Excellent written and verbal communication skills
Company Description
The ambition of RennerBrown is to provide the resources and opportunities necessary to attract, train, and retain our associates to ensure they fulfill our quality commitment to our clients. We provide IT solutions in NYC, NJ, Pa and beyond, and valuing quality above quantity will continue to make RennerBrown the premium choice for resources and opportunities: "our people deliver quality to our clients."
Company Description The ambition of RennerBrown is to provide the resources and opportunities necessary to attract, train, and retain our associates to ensure they fulfill our quality commitment to our clients. We provide IT solutions in NYC, NJ, Pa and beyond, and valuing quality above quantity will continue to make RennerBrown the premium choice for resources and opportunities: "our people deliver quality to our clients."