Operations Associate

This is a fully remote position, open to applicants in United States.

📋 Description

• Respond to inquiries from law firms via support tickets and phone calls, ensuring timely and professional assistance.

• Identify, escalate, and facilitate the resolution of complex client and internal issues promptly.

• Support team members by coordinating various tasks such as timekeeping, data entry, inbox management, and additional responsibilities.

• Assist law firm contacts in navigating the website, formatting invoices, understanding submission processes, and addressing a range of related inquiries.

• Prioritize tasks based on Quovant methodology and departmental policies.

• Use Zendesk or other CRM software to manage daily support issues and phone interactions.

• Maintain a comprehensive understanding of Quovant services.

• Cross-train and provide support to other team members within Law Firm Services as required or requested by the department manager.

• Contribute to additional projects and initiatives as directed by department leadership.

⛳️ Requirements

• Ability to collaborate effectively within a team environment, demonstrating a strong commitment to collective success.

• Capability to prioritize competing tasks and adapt in a dynamic, fast-paced setting.

• Proven ability to quickly learn proprietary software and adjust to changing processes.

• Proficient working knowledge of Microsoft Office.

• Strong problem-solving abilities.

• Excellent verbal and written communication skills.

• Proficient in utilizing AI-powered tools, including Zendesk AI features, to enhance workflow and team efficiency.

• Experience in leveraging AI tools to support daily operations and boost team productivity.

• Must be organized and detail-oriented.

• Ability to maintain complete confidentiality.

• Preferred experience with Zendesk or similar CRM/ticketing platforms.

• Minimum of two years of experience in a customer support or operational support role.

• Prior experience in a Business-to-Business services environment is preferred.

🏝️ Benefits

• Health, Dental & Vision Insurance *

• 401 (k) + Employer Match *

• Open PTO + 11 Paid Holidays + 4 Annual Paid Global Wellness Days Off

• STD, LTD & Group Life Insurance

• Paid Parental Leave

• Pet Insurance

• FSA & HSA Options

• Employee Assistance Program