Technical Client Services Associate

Technical Client Services Team Lead

At Veritext, we focus on the details so legal teams can focus on the case. Providing our clients with exceptional service is the foundation of our business. In Technical Client Services, you will provide high-level, reliable support for case managers, sales representatives, and Veritext clients, specifically related to the remote products and services. The Team Lead provides guidance, coaching, and training to junior-level employees within the team. This position will be filled at the Representative or Associate, depending on experience.

What you'll get to do:

• Set up basic Veritext Virtual jobs, Exhibit Share, Remote Realtime
• Understand Veritext products and services Veritext Virtual, Exhibit Share, Remote Realtime
• Resolve issues and/or escalate as needed to ensure prompt and accurate resolution; coordinate/partner with applicable departments and/or colleagues (i.e Support team, Account Executive / Sales Dept., Client Services) to ensure prompt and accurate resolution
• Recommend and implement improvements in process and procedures
• Fully understand and utilize Vision functions as it relates to your position
• Fully understand all Vision functionality within your region and how it relates to other departments
• Ensure that people are set up properly so they can access virtual services (Adding or deleting users to/from specific Exhibit Share folders, resending Remote Realtime links)
• Work in Front shared email inbox; set up and process orders accurately and timely
• Collaborate with the client services team for accurate job set up in Vision
• Understands the different Veritext virtual services and can articulate this information to others
• Assist with adding concierge techs, and reporters to Exhibit Share folders
• Set up complex Zoom jobs outside of Vision
• Assist with video order resends
• Set up all jobs accurately and in accordance with Standing Orders, notes and client specifications
• Ensure that Vision standing orders, notes are clear, detailed and actionable
• Respond to complicated job requests quickly but also accurately
• Assist Client Services with conference room location requests and cancellations
• Create special Exhibit Share Case setups: shared folders
• Check statuses of witnesses and clients in Exhibit Share

The kind of teammate we're looking for:

• 2+ years of relevant experience
• Experience in a technical role preferred
• Experience in the legal services industry preferred
• Proficiency in Computers and MS Office required
• Proficiency in relevant software packages and applications
• Must possess strong written and verbal communication skills
• Customer service oriented with strong interpersonal skills
• Work collaboratively with Veritext colleagues, exhibiting Veritext Values
• Dedicated professional with the ability to respond to requests promptly and accurately and meet established deadlines
• Take ownership of your work; follow-thru until final resolution

What's in it for you:

• Competitive compensation and total rewards package
• Comprehensive medical, dental and vision insurance
• Remote (depending on business needs)
• Paid Time Off to rest, relax and pursue special interests outside of work (8 paid holidays, 3 personal days, vacation, sick and discretionary time)
• Robust suite of mental health benefits with little to no fee for you (and your household members) to support overall mental wellbeing and provide sufficient access to high quality support from board-certified psychiatrists and licensed psychologists/therapists (app based, virtual counseling, daily emails, live and on-demand content, and more)
• Matched 401(k) to help you save for your future
• Pet insurance to help your pet(s) live a long and happy life
• Flexible Spending Accounts (healthcare, dependent care, transit & parking)
• Company-paid life insurance as well as short-term and long-term disability insurance
• Learning and development opportunities to advance both personally and professionally
• Veritext Summer Camp a fun-filled culture building and learning experience
• Generous employee referral program, tuition reimbursement program, employee contests, social opportunities and more!

About Veritext: Veritext is the global leader in technology-enabled court reporting services and litigation support solutions with a proven track record of industry excellence. For law firms, government agencies and enterprise corporations, we provide access to innovative technologies and remote solutions, the highest-quality network of reporters and legal videographers, unmatched expertise in multiparty and complex litigation, unparalleled client service, and state-of-the-art conference spaces across North America. Veritext is committed to delivering comprehensive, client-focused legal solutions that address the evolving needs of the legal industry. Our solutions utilize the latest easy-to-use technologies to streamline the deposition process and reliably handle the most complex cases. All of this combined with unsurpassed data security ensures that Veritext clients have the best tools available and the confidence of working with the market leader. Veritext aspires to create a community based on collaboration, innovation, creativity and belonging. Our collective success depends on the robust exchange of ideas an exchange that is best when the rich diversity of our perspectives, backgrounds and experiences flourish. To achieve this exchange, it is essential that all individuals and stakeholders feel and experience an environment where they are welcome, safe, secure, and heard. As such, we do not discriminate on the basis of race, color, religion, age, gender identity or expression, national origin, disability, veteran status, sexual orientation, marital status or any other classification protected by Federal, state, or local law. Any information provided will be used only in the compilation of data for EEO/Affirmative Action reporting. Completion of this data is voluntary and will not affect your opportunity for employment and/or terms or conditions of employment. About this posting: Compensation ranges, when noted, represent the expected base pay compensation range for this role. Ultimately, a number of factors including, but not limited to, your prior job-related knowledge and experience, geographic location, and qualifications will be considered when determining your pay and we may pay more or less than the posted range. Veritext participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.