Operations Support Associate

📋 Description

• Address inquiries from law firms via support tickets and phone calls, ensuring prompt and professional assistance.

• Recognize, escalate, and facilitate the resolution of intricate client and internal issues swiftly.

• Support team members by managing tasks such as timekeeping, data entry, inbox organization, and various other responsibilities.

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

• Organize workload in accordance with Quovant methodology and departmental guidelines.

• Employ Zendesk or other CRM software to manage daily support inquiries and phone communications.

• Maintain a comprehensive understanding of Quovant services.

• Provide cross-training and assistance to fellow team members within Law Firm Services as needed or upon request from the department manager.

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

⛳️ Requirements

• At least 2 years of experience in a customer support or operational support position.

• Excellent verbal and written communication skills — clear, professional, and suitable for client interactions.

• Proven ability to prioritize multiple tasks and adapt to a fast-paced environment.

• Strong problem-solving and analytical skills, capable of quickly identifying and addressing issues.

• Ability to work efficiently within a team environment with a sincere commitment to collective success.

• Demonstrated capacity to swiftly learn proprietary software and adapt to changing processes.

• Solid proficiency in Microsoft Office applications.

• Must be organized, detail-oriented, and capable of maintaining complete confidentiality.

• Familiarity with Zendesk or similar CRM/ticketing platforms (preferred).

• Experience with AI-powered tools to enhance daily operations and productivity (preferred).

• Prior experience in a Business-to-Business (B2B) services setting (preferred).

🏝️ Benefits

• Health insurance.

• Flexible work arrangements.

• Professional development opportunities.