Greenberg Traurig (GT), a global law firm with locations across the world in 15 countries, has an exciting employment opportunity for you. We offer competitive compensation and an excellent benefits package, along with the opportunity to work within an innovative and collaborative environment.
Join our Technology Team as a Helpdesk Technical Support Specialist located in our Phoenix office.
We are seeking a professional who thrives in a fast-paced, deadline-driven environment. The ideal candidate possesses strong problem-solving and decision-making abilities, ensuring efficiency and accuracy in every task. With a dedicated work ethic and a can-do attitude, you will take initiative and approach challenges with confidence and resilience. Excellent communication skills are essential for collaborating effectively across teams and delivering exceptional client service. If you are someone who demonstrates initiative, adaptability, and innovation, we invite you to join our team.
This role will be based in our Phoenix office on a hybrid-basis. This role reports to the Helpdesk Supervisor.
Position Summary
The Helpdesk Technical Support Specialist provides technical support for attorneys and business staff in a 24/7/365 call center environment.
The available shifts for this position are:
- 12:00 pm - 10:30pm Thursday, Friday, Saturday and Sunday Phoenix time
- 12:00 pm - 10:30pm Sunday, Monday, Wednesday and Thursday Phoenix time
Key Responsibilities
- Resolves complex technical issues at point of contact
- Utilizes customer service skills to effectively support a demanding client base
- Maintains understanding of and adheres to all departmental procedures including, but not limited to, the Helpdesk SOPs
- Meets key performance metrics, including first level resolution, average ticket resolution time, email queue ratio, customer service surveys, and quality assurance review to efficiently and effectively resolve support requests
- May provide on-call support for the Helpdesk
- Assists with other department activities as needed, and performs additional duties and responsibilities assigned
- Works overtime as needed
Qualifications
Skills & Competencies
- Provides outstanding client service, meets high quality standards for services, and meets or exceeds client expectations
- Excellent interpersonal and communication skills (oral and written), including the ability to explain highly technical information in clear, easily understandable terms for non-technical audiences
- Strong attention to detail and the ability to multi-task in a fast-changing, high pressure, deadline-oriented environment and meet all established productivity measures
- Excellent analytical and critical thinking skills
- Demonstrate a high level of proficiency in using Microsoft Office (Outlook, Word, Excel, and PowerPoint)
Education & Prior Experience
- Prior experience providing technical support in a call center environment or professional services organization preferred
- Microsoft Office Specialist certification in MS Word and other Office certifications preferred
- A+ and Network+ certifications are highly desirable
- Prior experience documenting interactions and using an IT ticketing system
- Familiarity with information security protocols and escalating security issues required
GT is an EEO employer with an inclusive workplace committed to merit-based consideration and review without regard to an individual’s race, sex, or other protected characteristics and to the principles of non-discrimination on any protected basis.
Skills Required
- Proven proficiency with Microsoft Office (Outlook, Word, Excel, PowerPoint)
- Familiarity with information security protocols and ability to escalate security issues
- Experience documenting interactions and using an IT ticketing system
- Excellent interpersonal and communication skills (oral and written) and client service orientation
- Strong attention to detail, multi-tasking, analytical and critical thinking skills
- Prior technical support experience in a call center or professional services organization
- Microsoft Office Specialist certification in MS Word or other Office certifications
- CompTIA A+ and Network+ certifications
Greenberg Traurig Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Greenberg Traurig and has not been reviewed or approved by Greenberg Traurig.
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Fair & Transparent Compensation — Pay is characterized as competitive at “market” levels for junior associates in major offices, with predictable early-career compensation in larger markets.
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Parental & Family Support — Parental leave is described as up to 18 weeks for primary caregivers and up to 6 weeks for secondary caregivers, alongside adoption/surrogacy reimbursement up to a $35,000 lifetime maximum and fertility coverage caps.
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Healthcare Strength — Health coverage is described as comprehensive, with comments pointing to strong medical/dental/vision offerings and high employer coverage of healthcare costs in some plans.
Greenberg Traurig Insights
What We Do
Greenberg Traurig, LLP has more than 2650 attorneys in 45 locations in the United States, Europe and the Middle East, Latin America, and Asia. The firm is a 2022 BTI “Highly Recommended Law Firm” for superior client service and is consistently among the top firms on the Am Law Global 100 and NLJ 250. Greenberg Traurig is Mansfield Rule 6.0 Certified Plus by The Diversity Lab. The firm is recognized for powering its U.S. offices with 100% renewable energy as certified by the Center for Resource Solutions Green-e® Energy program and is a member of the U.S. EPA’s Green Power Partnership Program. The firm is known for its philanthropic giving, innovation, diversity, and pro bono. Web: www.gtlaw.com.
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