Greenberg Traurig (GT), a global law firm with locations across the world in 15 countries, has an exciting employment opportunity for you. We offer competitive compensation and an excellent benefits package, along with the opportunity to work within an innovative and collaborative environment. Join our Technology Team as an IT User Support Specialist located in our Delaware office. We are seeking a professional who thrives in a fast-paced, deadline-driven environment. The ideal candidate possesses strong problem-solving and decision-making abilities, ensuring efficiency and accuracy in every task. With a dedicated work ethic and a can-do attitude, you will take initiative and approach challenges with confidence and resilience. Excellent communication skills are essential for collaborating effectively across teams and delivering exceptional client service. If you are someone who demonstrates initiative, adaptability, and innovation, we invite you to join our team. This role will be based in our Delaware office, on an in-office basis. This role reports to the IT User Support Manager. Position Summary The function of the IT User Support Specialist is to provide technology-related consultation and support in an office environment, including the deployment, administration, and/or support of technology systems essential to the day-to-day business operations. The IT User Support Specialist works as part of a team directed jointly by an IT User Support Manager, Senior IT Manager, and the Business Director. Key Responsibilities Supports computer hardware and software, and maintains computer hardware asset inventory Oversees system setups, breakdowns, and office moves Supports conference room services with video conferencing, AV setups, and take-downs Supports mobile devices with a focus on InTune, Microsoft Outlook Mobile and Native Application email delivery and archiving system Supports telephone and voicemail systems Tracks user support requests and system failures Escalates more complex issues to advanced support service teams and communicates with end users Proactively interacts with the Helpdesk and local users to identify unreported or repetitive problems Performs preventative and routine maintenance Procures miscellaneous technology supplies Coordinates with IT vendors and other departments Works with core IT teams on implementation and support of technology rollouts and projects Recognizes and makes recommendations for training where opportunities exist to address common support issues Qualifications

Description Job Title: Customer Service Analyst Date Revised: 12/05/2025 Department: Customer Service Status: Hourly, Non-Exempt Reports to: Customer Service Manager Position: The purpose of Customer Service is to facilitate orders from the time they are accepted until the time they are submitted by the appraiser, which includes speaking to appraisers, clients, handling updates and managing issues/deficiencies along the way. It is also their duty to provide excellent service which will ensure client retention and growth. Primary Duties: - Being the first line of action when an individual calls in. Quantified incoming calls (20-30 per rep), Quantified outgoing calls (40-60 per rep) - Confirm who is calling and what file it pertains too. If there is not a Customer Service issue or update, they are to transfer to the correct employee. - Daily chain of tasks: NPAS email, System messages/updates, Call Lates, Call for submission confirmation on Due orders, Accepted, Holds, Re-call Late Files, Review file, Check new Accepted for contracts/star rate appraisers. - Communicate order status with other departments, vendors, clients. - Loop managers in with internal issues if no resolution for over 48 hours. - Manage a pipeline of 200-300 orders. Occasionally a situation may present itself that some responsibility overlaps departments, if you are unsure of what direction to take, seek advice from your supervisor. Second Level Tasks: (To be discussed with Supervisor and potentially designated) - Third Party Non-Integrated websites depending upon client needs. - Helping team out with questions when supervisor unavailable - Overtime is available seasonally for certain tasks (messages/lates) on evenings or holidays while no manager is present. Performance Measurement: Progress is measured through 90-day and annual employee evaluations. The evaluation process includes being evaluated against the company’s objectives. - Attendance: Measures the employee’s punctuality and reliability. - Job Knowledge: Measures how well the employee handles assignments with minimal direction. - Required training/seminars/course completed in a timely manner. Personal Relations: Measures the employee’s ability to get along with supervisors, peers, customers and appraisers alike. - Operational Standards: Measures the employees’ work and how it relates to the standards of the company. - Customer Satisfaction: Measures how fast, friendly, and accurate service is provided to each customer. Requirements Qualifications: Education: High School Diploma or equivalent. Remote Work Requirement: must have strong computer skills. The ability to self-diagnose simple computer issues like Wi-Fi, running windows updates, set up computer/ docking station/ screens. Must have the ability to associate and work well with others including co-workers, vendors, suppliers and customers. Must have 1-3 years’ experience in the customer service field or related field. Must have strong phone skills - Being able to communicate effectively, good listening skills, deal with difficult calls, problem solve. Be able to work in a fast-paced environment. Must be able to multitask. Skillsets which are a plus: General knowledge of mortgage/processing, underwriting or appraisals. Bilingual speaking. Job Environment: Work From home. You must have a dedicated workspace where you have internet access and are able to take calls in a volume-controlled environment. Working Hours: Monday – Friday, 8:30a.m. – 5:30p.m. Hours may change depending on business needs. Predictable and regular attendance is required. Physical Requirements: Prolonged periods of sitting (up to 7 hours) at a workstation operating a PC Heavy data entry (a significant amount of typing on a keyboard and repetitive motion with a mouse) Focusing/looking at a computer monitor for extended periods Reading documents in print and electronically Bending, twisting and stooping required on a regular basis Use of a telephone to make and receive calls

• Provide 3rd level Technical Support and problem resolution (Primary Role) to field service and inside service representatives as requested or required. • Accelerate conclusion of non-routine field service problems to meet or exceed warranty and installation cost provisions while maximizing customer satisfaction metrics. • Monitor and respond to field service Alert system. • Update alert database with information, request field update status, close alerts that are complete or negligent. • Escalate challenging problems to upper management. • Minimize warranty and installation costs and instrument replacements by working closely with Service and Customer Satisfaction Business Units. • Take an active role in bi-weekly Alert Calls and twice-monthly Customer Satisfaction Problem Resolution Meetings. • Work closely with vendors and other partners to troubleshoot and evaluate product problems, drive root-cause analysis and implement product and/or process improvement. • Coordinate field retrofit programs with worldwide Service organizations. • Develop course content and conduct technical training courses for service engineers, inside service and/or customers in the use of assigned product line/technology. • Play an active role in the development, maintenance and implementation of technical documentation, user information services and in-house technical knowledgebase systems to improve the efficiency of less-senior specialists and field service resources. • Maintain updated service documentation and regularly distribute service update communications to field service organization. • Create Service Data Bulletins (SDBs) describing field repairs to improve the efficiency of field service resources. • Support new product development efforts by providing critical input and evaluation of design-for-service, creating service documentation, defining and forecasting service parts, developing installation protocols, training field service specialists and participating in launch teams to monitor initial installations and assure successful product launches. • Issue and maintain product line part numbers and develop IQ/OQ-based service products. • Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment.

Role Description The Client Support Manager leads a client-facing support team that serves credit unions, ensuring exceptional service delivery and robust technical execution. This role blends customer service leadership with fintech expertise, overseeing daily support operations, managing escalations, and championing continuous improvement across core, digital banking, and payments solutions. The ideal candidate possesses a deep understanding of credit unions' operational needs, excels in a SaaS environment, and is committed to driving measurable improvements in client satisfaction, product adoption, and service performance. Qualifications - Proven ability to lead and develop high-performing, service-oriented teams. - Proficient with support tools such as Jira, or similar platforms. - Proficient in Google Workspace or related software. - Strong troubleshooting ability in SaaS environments and complex technical workflows. - Excellent written and verbal communication skills, including the ability to translate technical issues for non-technical audiences. Requirements - Bachelor’s degree in Business, Information Technology, Finance, or a related field is preferred. - Over 5 years of customer support experience within fintech, SaaS, or financial services environments. - At least 2 years in a leadership or management capacity. - Three (3) or more years of experience supporting software solutions used by credit unions, banks, or other financial institutions. - Prolonged periods sitting at a desk and working on a computer. - Must be able to lift up to 15 pounds at times. Company Description