Helpdesk Technical Support Specialist

About the Role and Company

Greenberg Traurig (GT) is a global law firm with presence in 15 countries worldwide. The firm offers a competitive salary and comprehensive benefits, fostering an innovative and collaborative workplace. We are currently hiring a Helpdesk Support Specialist for our Technology Team at the Riyadh Regional Headquarters office.

Position Summary

This role involves delivering technical support to attorneys and professional staff in a 24/7 phone-based call center environment, requiring dedication and resilience.

Working Hours

• Available shift 1: 7:00 AM to 4:00 PM Riyadh Time
• Available shift 2: 8:00 AM to 5:00 PM Riyadh Time

Key Responsibilities

• Resolve complicated technical problems during initial contact
• Provide excellent customer service to a demanding client base
• Assist with various departmental tasks as needed
• Work overtime when required

Candidate Qualifications

• Strong customer service skills with ability to explain complex technical issues clearly in non-technical language
• Highly productive and capable of juggling multiple priorities while achieving organizational productivity targets
• Adaptable to a rapidly changing work environment
• Excellent analytical and problem-solving capabilities
• Ability to perform well under pressure and meet strict deadlines
• Fluent in both written and spoken English and Arabic

Educational and Experience Requirements

• Minimum 3 years of technical support experience in a law firm or at least 7 years in a professional services organization
• Certifications such as Microsoft Office Specialist (especially MS Word), A+ and Network+ are preferred
• Experience recording support interactions and using IT ticketing systems

Technical Skills

• Proficiency with Windows OS and Microsoft Office applications including Word, Excel, and Outlook