Senior LegalTech Disputes Support
Opus 2, Hong Kong
Job Description
We are looking for someone to join the Solution Operations team as Senior LegalTech Disputes Support, reporting to the Head of Solution Operations. The role internally is known as Solution Operations Support and will be based in Hong Kong but will be fully remote.
As a client facing role, you’ll be liaising directly with legal teams, gaining first-hand experience in providing support and advice on electronic data management across Litigations, Arbitrations, Inquests and Inquiries. In doing so, you’ll work closely with the remainder of the Solution Operations team and other departments in a fast-paced, dynamic environment to ensure we are continuing to offer an effective external service while developing internal processes and systems. With the ‘People make Opus 2’ as a core value, we are looking for an enthusiastic, proactive and computer literate individual who demonstrates a keen desire to progress through the team and build a career at the company by becoming a key and trusted member of the APAC team.
Duties and Responsibilities
- Act as a point of contact and advisor for clients offering hands-on disputes technology support, including the upload and organisation of electronic documentation in accordance with client instruction. You will need to manage client expectations and requests, assisting with queries, troubleshooting and offer guidance and alternatives as necessary.
- Actioning requests promptly and conducting quality checks of the tasks undertaken by the team across multiple concurrent projects.
- Liaising directly (by telephone and email) with solicitors, barristers and legal teams, advising on best practice and assisting with technical and platform related queries.
- Proactively ensuring that the team inbox and internal communication with other departments are managed efficiently. Providing day-to-day leadership, support and mentoring for team members to help them continually develop.
- Advanced understanding and technical knowledge of the platform including the manipulation, reformatting, and converting of Excel/CSV files to import client load files and chronologies.
- Processing exports and printing requests, assisting with the quality control process and delivery of hard copy hearing bundles.
- Prompt and accurate recording of billable task information so that invoices can be sent out promptly at month end. Conduct quality checks of the tasks undertaken by the team and proactively monitoring the team’s recording of billable information.
- Troubleshooting client-reported issues and liaising internally as necessary until a resolution is reached. Drive product improvement through ensuring all defects, improvements and new features are escalated appropriately to the Product and Development functions.
- Foster strong cross-departmental relationships, ensuring a positive and collaborative approach to service delivery. Working closely with the Client Services team in the lead up to and during hearings to ensure proceedings run smoothly.
- Provide ad-hoc consultative assistance to the Business Development team during the quotation and preparation stage of projects, participating in client meetings and calls regarding the project workflow if necessary.
- Act as a role model and champion the values of the company.
Requirements
Person Specification
- You have at least 2+ years' experience working in a professional, client facing support role.
- Previous work experience in professional services, a SaaS company and/or LegalTech is advantageous.
- Desire to build a career in LegalTech, professional services and client success.
- Bright and engaging, with a willingness to learn and proactively use own initiative.
- Ability to work individually and within a team.
- Impeccable attention to detail with the ability to juggle tasks and work under pressure.
- Excellent troubleshooting and problem-solving skills.
- Confident and professional telephone manner.
- Organised, with strong time management skills.
- Patient demeanour and ability to hand-hold non-savvy customers with tact and diplomacy.
- Interest in technology, processes and systems.
- Proficiency in Microsoft Office applications (particularly Excel) and Adobe Acrobat.
Hours
- Full time (40 hours per week) to cover the hours between 9:00am 6:00pm.
- Remote work outside of these hours, including at weekends, may be required.
Benefits
Working at Opus 2
Opus 2 is a global leader in the LegalTech space, creating solutions to drive digital transformation in the legal industry. We are the trusted partner of the world’s leading legal teams, with world’s largest law firms are using Opus 2.
Our achievements are underpinned b