Job Summary
This role provides end-to-end technical and operational support for Court Reporting cases, working closely with the Case Management and Technical Support teams. The position is responsible for coordinating case setup, managing on-site and remote technical requirements, and ensuring a seamless experience for clients and internal stakeholders. The role requires strong client service orientation, problem-solving skills, and the ability to operate effectively in a fast-paced, deadline-driven environment.
Key Responsibilities
- Collaborate with the Case Management and Technical Support teams to support the project management and execution of Court Reporting cases.
- Coordinate and perform efficient, professional setup of physical equipment for court reporting proceedings.
- Set up, configure, and install workstations, mobile devices, and related technical equipment as required.
- Interface effectively with executive-level clients and their administrative teams to understand issues, coordinate support, and resolve technical or case-related requests.
- Maintain accurate daily logs covering case setups, incidents, resolutions, and support activities. Prioritize incidents and service requests to ensure all agreed service levels are consistently met. Provide client support assistance to internal operational teams, including Court Reporters, Case Managers, Operations, and Resourcing teams.
- Continuously review workflows, processes, and systems to identify opportunities for improved efficiency and service delivery.
- Work collaboratively within the team, proactively identifying areas where support is needed and offering assistance.
- Travel internationally when required to support overseas assignments.
Requirements
- Diploma or Degree holder with 1–2 years of client service experience in a service-oriented industry; fresh graduates are welcome to apply.
- Strong commitment to delivering excellent customer service.
- Prior IT or technical support experience is an advantage but not mandatory.
- Ability to learn quickly, adapt to new systems, and demonstrate an interest in technology.
- Proven ability to work independently and perform under pressure while meeting service-level expectations.
- Strong time management skills with the ability to plan, prioritize, and manage multiple tasks.
- Effective problem-solving skills with the ability to propose practical solutions and alternatives.
- Strong communication skills with the ability to interact effectively with a diverse range of users and teams. Flexibility to work outside standard office hours when required, including early mornings, late evenings, weekends, or public holidays, based on case scheduling.
