Systems Specialist, Help Desk

Description: Serve as facilitator in helping law firms, clients, and claim handlers to utilize the e-billing processes

o Resolve customer problems and issues and take steps to help ensure issue does not reoccur
o Document all work performed for customers (issues) to help create metrics
o Assist/guide customers in completing their functions
o Teach/educate customer on how to use e-billing ("the entire billing process, "the system", "using TyMetrix")
o Consult with customer on how to perform their job more effectively and efficiently (become less reliant on us for information)
o Investigate and document known issues and problems
o Interact with other TyMetrix teams to find solutions to customer issues (Client Services, Client Support Services, Data Services, Law Firm Services, Development, Project Management)
o Document and provide documented guidelines on "how to get started" using TyMetrix system
o Serve as "knowledge consultant" for internal teams to determine feasibility of various initiatives
o Facilitate inter-team communication of known issues to share knowledge and inform other areas of potential future occurrence and/or impact
o Provide work-arounds for customer to achieve desired outcomes
o Evaluate the "process" (e.g. "log ins") and suggest process and necessary communications as needed to internal customer(s)
o Solicit customer feedback and incorporate any needed modifications Customer Unit: CLS
Dept: CLS TyMetrix Inc Client Servic
Manager: Linda Hovanec
Recruiter: Vinnie Powell
Posted: 7-24-06

Qualifications:
o Minimum 1 yr technical support experience
o Strong PC skills (demonstrates a broad working knowledge of Internet, software, operating system networks, etc.)
o Working knowledge of Microsoft office products
o Legal background is helpful but not required
o College Degree Preferred.

EOE

Salary/Benefits: Salary commensurate with experience
Wolters Kluwer offers a wide variety of competitive benefits to help meet your needs and to help you balance your work and personal life. Benefits include choices for medical, dental and life insurance; a 401(k)/profit sharing plan; disability plans; a flexible holiday and paid time off program; domestic partner benefits; and tuition and adoption assistance, among other plans and programs.

Job Location: Hartford, CT

Job Number: 013367

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