Helpdesk Technical Support Specialist
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Key skills for this role
About the Role
Greenberg Traurig seeks a Helpdesk Support Specialist for its Riyadh office. The role provides technical support to attorneys and staff in a 24x7 call center environment.
Key Skills for This Role
Responsibilities
- Resolve complex technical issues at point of contact
- Utilize customer service skills to effectively support a demanding client base
- Assist with other department activities as needed
- Perform additional duties and responsibilities as assigned
- Be flexible to work overtime as needed
Requirements
- 3+ years technical support experience in a law firm environment or 7+ years in a professional services organization
- Proficiency with Windows based software and Microsoft Word, Excel and Outlook
- Excellent command of both written and spoken English and Arabic
- Exceptional customer service skills
- Excellent analytical and problem solving skills
- Ability to work under pressure to meet strict deadlines
- Prior experience documenting interactions and using an IT ticketing system
- Microsoft Office Specialist certification in MS Word and other Office certifications are highly desirable
- A+ and Network+ certifications are highly desirable
Full Job Posting
Position Summary
- The Helpdesk Support Specialist provides support for attorneys and professional staff in a 24x7 phone based call center environment.
Available Shifts
- 7:00 AM – 4:00 PM Riyadh Time
- 8:00 AM – 5:00 PM Riyadh Time
Key Responsibilities
- Resolves complex technical issues at point of contact
- Utilizes customer service skills to effectively support a demanding client base
- Assists with other department activities as needed, and performs additional duties and responsibilities as assigned
- Candidate should also be flexible to work overtime as needed
Skills & Competencies
- Exceptional customer service skills including the ability to convey highly technical information in easy to understand, non technical terms
- Must be highly productive, able to balance competing priorities and meet all established productivity measures
- Ability to adapt to a fast changing environment
- Excellent analytical and problem solving skills
- Ability to work under pressure to meet strict deadlines
- Excellent command of both written and spoken English and Arabic
Education & Prior Experience
- Candidate must have 3+ years technical support experience in a law firm environment or 7+ years experience providing technical support in a professional services organization
- Microsoft Office Specialist certification in MS Word and other Office certifications are highly desirable
- A+ and Network+ certifications are highly desirable
- Prior experience documenting interactions and using an IT ticketing system
Technology
- Proficiency with Windows based software and Microsoft Word, Excel and Outlook required
Workplace
- This role is based in our Riyadh Regional Headquarters office, on an in office basis.
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