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Technical Service Associate

Veritext Legal Solutions Oakland, CA
  • Posted: 5 days ago
  • Full-Time
  • Benefits: Vision, Medical, Life Insurance, 401k, Dental

Main Purpose of the Role

To ensure that all advanced technical services are handled to meet or exceed client expectations. To reliably and accurately capture video and/or audio recording of the testimony in accordance with client needs and legal requirements. To onboard, engage and support digital reporters and videographers.

Behavioral Expectations

Veritext Employees are expected to exhibit the following behaviors in the performance of their role:

· Work collaboratively with Veritext colleagues, exhibiting Veritext Values

· Ensure that all client (internal and external) communications are handled in a professional, timely and courteous manner

· Communicate necessary information timely, accurately and effectively; report incidents to management

· Welcome new projects and ideas; continuously work to enhance job knowledge while bringing value to role

· Take ownership of your work; follow-thru until final resolution

Key Responsibilities

· Understand Company targets and strive to meet and exceed

· Understand Veritext products and services, their value and commensurate fees

· Resolves issues and escalate as needed to ensure prompt and accurate resolution

· Recommend and implement improvements in process and procedures

· Participate in and absorb all trainings including Grovo, Summer Camp, in-person development sessions, etc

· Align correct product/services information, including features and benefits to client needs

· Adhere to all Veritext protocol, products and services

· Set up and process Orders timely and accurately, with special attention to advanced services

· Ensure that Vision standing orders, profiles, notes, etc. are clear, detailed and actionable

· Ensure that Veritext Virtual meetings are set up correctly and monitored

· Ensure Veritext conference room technology services (Virtuals, Videoconferences, etc) are set-up, tested and connected as required by clients

· Ensure that all technology/equipment is operational and working during proceedings

· Manage equipment inventory to ensure operability and completeness of kits

· Assist with troubleshooting video deliverables

· Provide technical support for colleagues and clients for video products

· Use all applicable tools (e.g., Vision, Cisco, email system, etc.) to the fullest to perform managerial and analytical tasks

· Cover standard assignments professionally

· Cover advanced assignments that are complex re: technology and client needs

· Provide assistance to court reporters, videographers, digital reporters and other independent contractors as applicable (e.g., directions, my equipment is not working, logistical issues, etc.); escalate to appropriate Veritext colleague if necessary

· Encourage Partner Portal use and be completely knowledgeable of all features

· Stay abreast of all new advancements on relevant technology

· Provide input and testing of new products/services

· Troubleshoot emergencies in the field independently and escalate as needed

· Handle editing of simple and complex video projects

· Discuss advanced services with clients as needed

· Build and maintain relationships with and provide support to steno reporters, agencies, videographers, digital reporters, transcriptionists, interpreters, etc and all other outside vendors, as applicable

· Engage and support reporters, videographers, and other subcontractors by creating a sense of community and imparting value

· Be a Subject Matter Expert on all advanced services

· Assist with video and technical calendar scheduling and assess daily needs

Skills and Competencies (The abilities that the individual needs in order to perform this role effectively)

· Must be able to work flexible hours

· 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

· Dedicated professional with the ability to respond to requests promptly and accurately and meet established deadlines

· Must be detail oriented, organized and be able to multi-task

· Proactive and motivated with strong problem solving and follow up skills

· Must be able to lift 50 pounds

· Must be able to troubleshoot emergencies in the field

· Must be able to work independently with little direction or supervision in the office and remotely

· Must be able to independently handle client issues and concerns and work towards resolution

Veritext Legal Solutions

Why Work Here?

Fun and independent environment. We are a growing company.

Veritext provides industry-leading Deposition and Litigation services. Our coverage is Nationwide, with services available across the United States. Veritext employees and deposition professionals are at the root of our success, with the drive and skill to go the extra mile, to ensure that our clients receive the most value from our services. Our solutions utilize the latest easy-to-use technologies that streamline the deposition process, enhance delivery flexibility, and reliably handle the most complex cases. Proprietary video, mobile and remote services combined with unmatched security, including HIPAA and PII compliance, ensure that Veritext clients have the best tools available and the confidence of working with the market leader.

Address

1 Kaiser Plaza, Oakland CA
Oakland, CA
USA

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