Service Desk Coordinator

3 weeks ago

Woburn, United States For The Record Ltd Full time

Position Description

The Service Desk Coordinator will be part of a global team of skilled technicians and engineers working to provide technical and product support to both external and internal customers, meeting, and exceeding service-level agreements, ensuring high client satisfaction and success.

Major Areas of Responsibilities
- Provide global first-class customer support with For The Record products, virtual solutions, and court recording systems.
- Assist the Service Desk team in the day-to-day activities including providing guidance on policies and procedures, assigning cases to technicians, and working with various support teams to ensure timely escalation of cases.
- Maintaining accurate customer information for cases, providing coverage for inbound calls in RingCentral as needed.
- Providing feedback in the development of standard operating procedures and writing canned response templates.
- Ensure all cases received are properly recorded, categorized, and prioritized in our case management system, ServiceNow. Escalating and asking for assistance where stated in our standard operating procedures.
- Assist Support leadership in assessing case trends, identifying areas of improvement, providing insight on performance.
- Be available as another point of contact for the Service Desk Manager.

Qualifications:

- Exudes a positive attitude with exceptional customer service.
- Ability to conduct basic software, PC, and network troubleshooting.
- Exposure to Microsoft technologies.
- Experience with remote PC support.
- Understanding of audio formats and software for Windows-based recording systems.
- May need to be available after hours occasionally.

About Us:
For the Record is a global leader in digital recording, cloud-based record storage, and
technological solutions for the legal justice system. Our groundbreaking innovations include a centralized online, court record management platform and real-time speech-to-text transcription software. Since 2020, For The Record has grown exponentially to meet demand for courtroom modernization around the world. Our solutions now promote access to justice in more than 30,000 courtrooms across 71 countries. We offer an enviable work culture, an environment that inspires employees, and incredible opportunities for advancement and training.

Pay: $58,000.00 - $62,000.00 per year

**Benefits**:

- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance

Schedule:

- 8 hour shift
- Monday to Friday

Ability to Relocate:

- Woburn, MA 01801: Relocate before starting work (required)

Work Location: Hybrid remote in Woburn, MA 01801

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