Client Services Specialist
FTI Consulting, Inc. - Annapolis, MD

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The Client Services Specialist will be responsible for resolving support requests received through helpdesk tickets, email, and phone for our enterprise hosted environment. Requests include user and application administration, conversations with customers to troubleshoot and understand issues, troubleshooting hardware and software, and escalations to appropriate channels. Product knowledge training is an additional area of responsibility.

  • Client Services Specialists provide application support for Ringtail, Attenex, and other FTI proprietary applications
  • Administer users through Active Directory and application administrative interfaces
  • Troubleshoot and resolve application issues in:
o Windows 2003 Server and Windows 2008 Server

o Citrix desktop servers.

o SharePoint sites

o IIS Web Servers

  • Participate in the team on-call rotation
  • Adhere to service level standards for all customers
  • Initiate proactive customer notifications to meet SLA requirements
  • Follow standard operating procedures to ensure prompt and accurate resolution of technical challenges and business issues
  • Analyze, identify, and recommend corrective actions to ensure 1st call problem resolution and customer satisfaction
  • Develop and nurture successful long-term relationships with clients
  • Perform other duties as assigned
  • Minimum 1 year of experience working with Active Directory
  • Minimum 1 year of experience working with Windows Server OS, IIS, SQL, Citrix, and Microsoft Office in an enterprise/ASP environment
  • BS or BA degree or commensurate work experience
  • Excellent written and verbal communication skills
  • Microsoft Technology Certifications
  • Knowledge and experience supporting web-based applications
  • Experience with helpdesk ticketing systems and providing phone support
  • Experience supporting Client Services initiatives and serving as an advocate
  • Knowledge and experience supporting ESX virtual server infrastructure
  • Previous experience or exposure to litigation support technologies along with an understanding of legal terminology is a plus (Ringtail, Concordance, etc.)
  • Ability to promote and foster a positive work environment
  • Self motivation and detail oriented with excellent people and time-management skills
  • Ability to effectively prioritize and escalate customer issue to provide superior client service in demanding, deadline-driven situations
  • Efficient and effective problem resolution abilities; ability to think clearly under pressure
  • Ability to take ownership of an issue, problem, or task and see it through to completion
  • Flexible team player attitude willing to work OT and any shift
  • Willingness to change shifts based on business needs

FTI Consulting is an Equal Opportunity Employer

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When someone has been cooking the books, FTI Consulting has a recipe for recovery. The company is one of the leading providers of consulting...