Mitratech
OperationsSupportAssociate
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“Operations Support Associate at Mitratech. Skills: operational support, customer support. Respond to law firm inquiries via support tickets and phone calls, delivering timely and professional service. Identify, escalate, and help resolve complex client and internal issues promptly”
Industry & Context.
problem-solving and analytical thinking skills with the ability to identify and resolve issues quickly
What They're Looking For.
Must Have
Minimum of 2 years of experience in a customer support or operational support role, verbal and written communication skills — clear, professional, and client-ready, Demonstrated ability to prioritize competing tasks and adapt in a fast-paced environment, problem-solving and analytical thinking skills with the ability to identify and resolve issues quickly, Ability to work effectively in a team environment with a genuine commitment to shared success, Demonstrated ability to quickly learn proprietary software and adapt to evolving processes, working knowledge of Microsoft Office, Must be organized, detail-oriented, and able to maintain complete confidentiality
Nice to Have
Experience with Zendesk or similar CRM/ticketing platforms, Proficiency with AI-powered tools to support daily operations and enhance productivity, Prior experience in a Business-to-Business (B2B) services environment, Bachelor’s Degree: Business Administration, Communications or related field is desirable
What You'll Do.
Respond to law firm inquiries via support tickets and phone calls
delivering timely and professional service
and help resolve complex client and internal issues promptly
Assist team members by coordinating tasks including
and other responsibilities
Guide law firm contacts through website navigation
invoice formatting requirements
and variety of related tasks and inquiries
Prioritize workload according to Quovant methodology and department policies
Utilize Zendesk or other CRM software for daily support issues and phone calls
Maintain a understanding of Quovant services
Cross-train and support other team members within Law Firm Services when needed or as requested by department manager
Support additional projects and initiatives as directed by department leadership
How You'll Work.
Team & Collaboration
Assist team members by coordinating tasks; Cross-train and support other team members within Law Firm Services when needed or as requested by department manager; Ability to work effectively in a team environment with a genuine commitment to shared success
Communication Scope
verbal and written communication skills — clear, professional, and client-ready
Full Job Description
At Mitratech, we are a team of innovators focused on building world-class products that simplify operations in the Legal, Risk, Compliance, and HR functions. We are a close-knit, globally dispersed team that thrives in an ecosystem that supports individual excellence and takes pride in its diverse and inclusive work culture centered around great people practices, learning opportunities, and having fun! Our culture is the ideal blend of entrepreneurial spirit and enterprise investment, enabling the chance to move at a rapid pace with some of the most complex, leading-edge technologies available. For over 35 years, the experts at Mitratech have been focused on solving the complex needs. Today, we serve 20,000 client companies of all sizes globally, representing 30% of the Fortune 500 and over 500,000 users in over 160 countries. As we continue to grow, we’re always looking for resourceful, enthusiastic, and fresh perspectives. Join our global team and see what makes Mitratech a truly exceptional place to work! The Law Firm Services Associate provides operational support for law firms via phone, email, and case management. Essential Duties & Responsibilities: Respond to law firm inquiries via support tickets and phone calls, delivering timely and professional service Identify, escalate, and help resolve complex client and internal issues promptly Assist team members by coordinating tasks including, timekeepers, data entry, inbox management, and other responsibilities Guide law firm contacts through website navigation, invoice formatting requirements, submission processes, and variety of related tasks and inquiries Prioritize workload according to Quovant methodology and department policies Utilize Zendesk or other CRM software for daily support issues and phone calls Maintain a strong understanding of Quovant services Cross-train and support other team members within Law Firm Services when needed or as requested by department manager Support additional projects and ini
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