Operations Support Associate

Essential Duties & Responsibilities

• Respond to law firm inquiries via support tickets and phone calls, delivering timely and professional service
• Identify, escalate, and help resolve complex client and internal issues promptly
• Assist team members by coordinating tasks including, timekeepers, data entry, inbox management, and other responsibilities
• Guide law firm contacts through website navigation, invoice formatting requirements, submission processes, and variety of related tasks and inquiries
• Prioritize workload according to Quovant methodology and department policies
• Utilize Zendesk or other CRM software for daily support issues and phone calls
• Maintain a strong understanding of Quovant services
• Cross-train and support other team members within Law Firm Services when needed or as requested by department manager
• Support additional projects and initiatives as directed by department leadership

Requirements & Skills

Must Have

• Minimum of 2 years of experience in a customer support or operational support role
• Strong verbal and written communication skills — clear, professional, and client-ready
• Demonstrated ability to prioritize competing tasks and adapt in a fast-paced environment
• Strong problem-solving and analytical thinking skills with the ability to identify and resolve issues quickly
• Ability to work effectively in a team environment with a genuine commitment to shared success
• Demonstrated ability to quickly learn proprietary software and adapt to evolving processes
• Strong working knowledge of Microsoft Office
• Must be organized, detail-oriented, and able to maintain complete confidentiality

Nice to Have

• Experience with Zendesk or similar CRM/ticketing platforms
• Proficiency with AI-powered tools to support daily operations and enhance productivity
• Prior experience in a Business-to-Business (B2B) services environment

Education

• High school diploma or general education degree (GED) with a minimum of two years of related experience required
• Bachelor’s Degree: Business Administration, Communications or related field is desirable