Document Services Supervisor

Our mission is to provide modernized technology platforms, elevated technology support, and valuable insights, empowering our clients to excel in what they do best.Document Services Supervisor will perform oversight responsibilities for Opensity Solutions personnel including overseeing the Document Processing activities, workflow, and ensuring shift coverage. The position will provide expert knowledge, technical support, and training, when necessary, to all direct reports and specialists. This position will work closely with the manager, who will serve as the liaison for all stakeholders using the services of the department.Essential Job ResponsibilitiesProvide direct supervision to the team and assist with performance management related dutiesCoordinate coverage in the event of unplanned absences, scheduled time off, and overtime and escalate to the manager as needed, including notifying them of any operations related issuesReview customer-satisfaction survey results and reworks; provide timely feedback and monitor issues through to remediation; ensure team completes requisite trainingsAssist the manager in reviewing assigned jobs, researching job tickets, resolving grievances and issues raised by lawyers, paralegals, and other job requestorsMaintain up-to-date knowledge and a high level of technical proficiency with the automation, specialized applications, and upgrades troubleshoot document and/or technical inquiriesOnboard new team members and ensure all training is complete and mentor is assignedDocument and promote best practicesHelp develop and maintain principal user profilesTest and troubleshoot new applications and upgrade releasesAssist customers with questions or problems via email, telephone, or remote computer access. Provide support for customers in resolving document and other application problems referred by the IT Help Desk and customersParticipate in departmental project teams and task forces designed to streamline workflow and/or resolve issuesServe as an ambassador of the services available from the departmentQualifications & CharacteristicsHS Diploma or equivalent, Associate’s degree preferred, or equivalent experience3-5 years’ experience in a supervisor role or process management, preferably in a law firm environmentAdvanced knowledge of legal policies and proceduresExcellent written and verbal communication skillsStrong interpersonal skillsAbility to organize, prioritize, and coordinate multiple assignmentsMaintain confidential informationMake objective, independent judgmentsAbility to excel under pressure and provide quality work productClearly and effectively communicate with varying levels of people within the organizationWork productively and cooperatively with other employeesThe Compensation range for this role is up to 35.00 USD per hour and may be eligible for an annual bonus. Actual compensation within that range will be dependent upon the individual's location, skills, experience and qualifications.$17.25 - $49.88