Escalation Support Specialist (Court Support)
Position Summary
The Escalation Support Specialist is responsible for assessing customer requests; troubleshooting, analyzing, and resolving support requests; and maintaining and deepening client relationships. This is a second-level support position.
An Escalation Support Specialist works in close partnership with Client Support Specialists, Application Operation Engineers and Management, to ensure there is a coordinated approach to the clients’ day-to-day needs. This role includes receiving, prioritizing, documenting and actively resolving end user help requests. Escalation Support Specialists are also responsible for investigating, troubleshooting, and correcting data and user related system errors, and ensuring data integrity. Problem resolution may involve the use of diagnostics and help request tracking tools.
A successful candidate will be able to work efficiently and independently in a fast-paced complex environment, communicate clearly and effectively, manage high volumes of tasks and projects, respond with appropriate urgency to situations and events that require a swift response or turnaround, take effective action in a timely and responsive manner, think creatively, exercise strong and confident judgement, and be proactive in solving problems. A high level of professionalism, integrity, and discretion in handling confidential information as well as the ability to work well within a team is essential.
This opportunity is fully remote.
Responsibilities & Duties
- Provide support of incoming requests via Zendesk to ensure courteous, timely and effective resolution of end-user issues.
- Analyze incoming data for completeness, appropriateness, and accuracy, in accordance with standards provided.
- Handle customer inquiries, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Build sustainable relationships and trust with customers through open, clear, and proactive communication
- Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
- Test fixes to ensure problem has been adequately resolved.
- Perform post-resolution follow-ups to help requests.
- Develop knowledge base articles for internal and external (end user) use.
- Monitor reporting and respond to issues or questions in a timely manner
- Provide administrative support and problem-solving assistance toward the fulfillment of department responsibilities.
- Highly organized and able to handle multiple tasks at one time
- Ability to recognize and deal appropriately with sensitive and confidential information
- Appropriately prioritize workloads and manage escalation of issues
- Other duties as appropriate
Qualifications
- The ideal candidate will have strong investigation and problem-solving skills, will take ownership of their tasks, and will follow issues through to completion.
- Candidates should demonstrate strong communication skills and be able to convey solutions
- 3-5 years of work experience in a technical support and customer facing role
Bachelor’s degree in technology, business, communication, or equivalent experience in a related area is preferred - Proficiency in Microsoft Excel, Microsoft Access
- Experience with MS SQL and/or other commercial database systems with T-SQL expertise
Nice-to-Haves
- Legal experience in a large legal department or law firm.
- Quality Assurance experience
- Customer service experience
Requirements
- A successful candidate must be able to pass a criminal background, education, and employment investigation prior to employment.
- Work-authorization; US Citizen.
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Perks and Benefits
health benefits
Our competitive benefits package includes premium medical, dental, and vision coverage for employees and their dependents.
Perks
FSX employee perks include 401k, life and disability insurance,, and work hour flexibility.
Work-life balance
A healthy work-life balance is vital. Our flexible PTO plan encourages team members to take time off so they can return feeling refreshed.