Operations Associate
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Job Description
Operations Associate at Mitratech delivering support for law firms via inquiries and ticketing systems. Coordinating tasks and maintaining effective communication with team members and clients.
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 in a timely manner
- 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 initiatives as directed by department leadership
Requirements:
- Ability to work effectively in a team environment with a strong commitment to team success
- Ability to prioritize competing tasks and adapt in a fast-paced environment
- Demonstrated ability to quickly learn proprietary software and adapt to evolving processes
- Strong working knowledge of Microsoft Office
- Strong problem-solving skills
- Strong verbal and written communication skills
- Proficient working with AI-powered tools, including Zendesk AI features, to improve workflow and team efficiency
- Experience leveraging AI tools to support daily operations and enhance team productivity
- Must be organized and detail-oriented
- Ability to maintain complete confidentiality
- Experience with Zendesk or similar CRM/ticketing platforms preferred
- Minimum of two years of experience in a customer support or operational support role
- Prior experience in Business-to-Business services environment 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
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