Associate, Project Support Admin

Job Description:

Responsibilities

• Monitor and respond to electronic tickets and emails from internal and external clients for both trouble and task-oriented issues in accordance to published SLAs during assigned shift.
• Handle non-PM or non-queue generated requests.
• Provide clearly written documentation regarding the problem, task, and resolution.
• Provide and work closely with team members for hand-offs and on-going daily/weekly/overnight work.
• Support Project Managers in the completion of repeatable tasks like monthly billing, weekly reporting etc.
• Pulls, updates, and creates internal and client-facing reports pertaining to processing, hosting, and production activities.
• Provides basic support to Project Managers (PMs)/clients on platforms such as system access, project tracker update, addition/removal from distribution lists and other PM Administrative requests.
• Communicate appropriately, clearly, timely, and effectively within and outside the Project Support and Project Management department.
• Meets internal service level commitments and turnaround times and sets PM/Client expectations appropriately.
• Identify recurring issues and raise for appropriate escalation.
• Creates and maintains a positive and productive work culture among the Project Support and other internal teams.
• Defines and completes personal development training each year with appropriate approval.
• Exercises sound judgment and escalates issues appropriately.
• Strives to continuously develop technical knowledge of E-discovery Platforms.
• Ability to build working relationships internally to coordinate and deliver services to clients.
• Take full ownership for providing outstanding client service.
• Has a firm understanding of the full electronic discovery process and executes Project Support best practices.
• Complies with department policies and works within parameters of role.

Qualification & Experience

• Bachelor’s degree (BA, BSc, BCA, LLB, BE/B.Tech)
• 1-2 years of progressively responsible experience in related roles.
• Experience in Microsoft office & Analytical capabilities utilizing Excel and Access.