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 initiatives as directed by department leadership

Minimum of 2 years of experience in a customer support or operational support role
Strong verbal and written communication skills — clear, professional, and client-ready
Demonstrated ability to prioritize competing tasks and adapt in a fast-paced environment
Strong 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
Strong working knowledge of Microsoft Office
Must be organized, detail-oriented, and able to maintain complete confidentiality

Operations Support Associate

Key skills