Modern Family Law, a rapidly expanding national family law firm, is seeking a compassionate and innovative Tech Support Specialist II to work remotely in Colorado. Modern Family Law offers dynamic compensation, a wide array of benefit selections, and a culture built on family.  Modern Family Law is looking for a Tech Support Specialist II who thrives in remote support, understands law firm confidentiality, and enjoys supporting macOS users in a fast-paced environment.   This position is fully remote (must reside in CO) and will support employees across U.S. time zones.  As a Tech Support Specialist II, you will provide Tier 1 and Tier 2 support for our Mac-based environment. You will serve as the first point of contact for service requests and incidents, ensuring timely resolution, clear communication, and thorough documentation. You will also support escalations requiring more advanced troubleshooting across macOS, networking, identity and access management, security tools, and legal applications. You will collaborate closely with attorneys, paralegals, operations, and management to maintain a secure, reliable, and user-friendly technology experience that meets the firm’s standards for confidentiality and compliance.  Key Responsibilities:   Tier 1 – Service Desk Support  - Frontline Support: Respond to tickets, Slack requests, and Zoom calls; triage and resolve issues related to macOS, Microsoft 365, and firm-supported applications.  - Account & Access: Assist with password resets, MFA enrollment, user provisioning and deprovisioning, and group permissions under established workflows.  - Endpoint Basics: Troubleshoot hardware and peripherals, including displays, keyboards, printers, scan-to-email, and Apple devices.  - Connectivity Support: Support secure Wi-Fi and VPN access for remote users.  - Software Support: Assist users with core tools, including Microsoft 365, Salesforce, Adobe Acrobat, Zoom, Slack, and Jamf, as well as standard firm workflows.  - Knowledge Base: Document resolutions, update how-to guides, and contribute to self-service resources to reduce repeat issues.  - Onboarding Support: Lead support coverage for Slack channels and ticket queues during new hire provisioning cycles.  - SLA Adherence: Meet established response and resolution targets.  - Escalation Management: Escalate issues as needed with clear, thorough documentation and proper handoff to Tier 2 or IT leadership.  Tier 2 – Advanced Support & Operations  - macOS Troubleshooting: Diagnose complex OS issues, including file system permissions, keychain, profiles, and system performance.  - Apple Hardware Support: Support MacBooks, iMacs, iPhones, and related peripherals.  - MDM & Configuration: Support and maintain Apple MDM solutions (e.g., Jamf Pro), including policies, profiles, scripts, app deployment, and reporting.  - Identity & Security: Troubleshoot MFA (e.g., Azure AD), endpoint security tools, disk encryption (FileVault), and certificate-related issues.  - Networking & Remote Access: Investigate persistent Wi-Fi, VPN, DNS, and performance issues for remote users.  - Legal Application Support: Provide Tier 2 support for practice management and document systems (e.g., NetDocuments, Westlaw, DocuSign), including integrations and data sync issues.  - Endpoint Compliance: Monitor device compliance, patching status, and security posture; remediate out-of-policy devices and applications.  - Vendor Coordination: Coordinate escalations with software and hardware vendors and ensure timely resolution.  - Continuous Improvement: Identify recurring issues and recommend improvements to processes, tools, and documentation.  - Other duties and projects as assigned.

• Managing and delivering timely support via email and live chat, ensuring the resolution of inquiries and concerns. • Providing comprehensive product support, assisting customers with inquiries on using our platform, and troubleshooting. • Engaging with new leads and users as part of their onboarding process. • Contributing to the Help Center by creating helpful articles and resources. • Providing feedback and collaborating with the Development, Sales and Marketing teams, to help deliver an exceptional experience to our customers.

• Lead and motivate a team of 8 offshore customer support representatives to deliver exceptional service. • Directly handle complex customer inquiries, troubleshoot issues, and provide timely solutions. • Monitor team performance, set goals, and provide regular feedback and coaching. • Identify opportunities to streamline processes and improve efficiency within the team. • Work closely with other departments to ensure seamless communication and collaboration. • Analyze customer issues and implement effective solutions to resolve problems quickly and efficiently. • Helping customers and partners use our Promenade products to change the way local businesses connect with their community

Are We The Right Fit For You? Are you passionate about helping others? Do you enjoy making a positive difference in people’s lives? We certainly do. We believe that work should be a place where you can have fun while doing something meaningful. We’re currently looking for like-minded team members to join our movement, which is to provide the very best care and service to our clients. We’ve been redefining ourselves and working towards this ideal for over 40 years. And, as times change, we change with them. We don’t claim to be perfect, but we try very hard to be there for our clients when they need us and to guide them through the changes in their lives. But we can’t do it alone. As healthcare becomes more complex, we continually need more like-minded people to join our team and serve our clients. If this sounds like you, you may be a great fit for our team! Why Join Us? There are lots of great employers out there, and we believe that there is a right place for everyone. We believe in lifelong learning. We’ve been out in front of, and welcomed, the major evolutions in the profession over the past 40 plus years. And we are excited about what’s next. We understand that your time at work is an important part of your life’s journey, so we believe in providing ongoing training and opportunities for you to grown your skills and advance with us. Taking care of those that provide care is important to us. As part of our benefits package, we provide annual fitness membership subsidy and access to mental health support and other counselling, should you ever need it. We want you to be supported during your entire time with us and beyond, so we provide a competitive benefits package including health, dental and life insurance, drug coverage, and a pension plan that matches up to 4% of your contributions and grows over time. Finally, we believe in partnering and supporting other locally owned businesses to build stronger communities so we’ve made arrangements with a few of them to provide you with discounts on things like home heating oil, restaurants and goods and services at local retailers. How You’ll Spend Your Time… Like any role, there are, of course, some precise duties that will need to be performed and we’ll tell you all about them. But there are a few simple things that will determine your success on our team, and your enjoyment in your role. Quite simply, treat your fellow team members as you would like to be treated. Our most successful team members will always aim to do what is right, while keeping things simple and predictable. Our team members continuously look for opportunities to improve the clients’ experience. It’s what we believe in. What You Will Bring To The Team The Pharmacy Support Specialist – Central Fill plays a key role in supporting the Central Fill Team, with a primary focus on processing Central Fill–eligible Auto Refills for all participating locations. This is a full-time, remote position that requires speed and accuracy, strong collaboration with onsite dispensary teams and exceptional attention to detail. In addition to what makes you unique, there are a few basics that we require for this role: - Experience: - Minimum 3 years using Kroll Pharmacy Management System (data entry, PEI billing practices, reporting). - Minimum 3 years in a retail pharmacy environment. - Skills: - Fast, accurate, and efficient data entry and processing. - Strong customer service skills with a commitment to excellence. - Proficiency in Microsoft Excel and other Microsoft platforms. - Knowledge: - Familiarity with PEI formulary. - Attributes: - Ability to work independently and collaboratively in a remote team environment. - Must have a private dedicated workspace available in your home i.e. home office - Flexibility to support organizational needs as required. Your Role While we all collaborate to provide services and hospitality to our team members and clients, we all play different roles to make this happen. You’ll contribute by: - Process Auto Refills: Accurately and efficiently process a high daily volume of Central Fill–eligible Auto Refills in Kroll. - Send Orders: Transmit daily Central Fill orders from participating pharmacies to Central Fill for packaging. - Provide Support: Respond promptly to questions from pharmacy teams and clients regarding all aspects of Central Fill prescription processing, delivering exceptional client care and maintaining service levels above industry standards. - Reporting: monitoring prescription enrollment and completing enrollment where necessary. - Assist with Broader Team Tasks: When daily Central Fill processing is complete, support the Pharmacy Support Specialist Team with: - Answering incoming phone call and completing all aspects of data entry for inbound faxes. - Setting up clients for Care Plans, Auto Fill, and other organizational standards. - Scheduling appointments for eligible pharmacy services. - Supporting pharmacy initiatives, clinics, program rollouts, and project implementation in coordination with the Sr. Manager, Pharmacy Solutions. - Managing phone queues, remote data entry, and phone support. - Maintain Professional Standards: Ensure confidentiality of client records and medical information, and contribute to a positive, professional, and safe environment for all team members and clients. - Collaborate Effectively: Work closely with Managers, Pharmacists, Operations Support Specialists, Operations Managers, and Pharmacy Team Members. - Other Duties: Assist with monitoring project implementation and perform additional responsibilities as assigned. Sound Interesting? Here’s The Next Step… If this sounds like you, and you are interested in learning more, we’d love to hear from you! Please attach a current resume and let us know why you would be a good fit. In closing, thank you for taking the time to review this opportunity, and for considering us in your career journey. We wish you all the best and appreciate your interest in joining the Murphy’s Pharmacies Team.