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 Responsibilities:

• Provide direct supervision to the team and assist with performance management related duties

• Coordinate 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 issues

• Review customer-satisfaction survey results and reworks; provide timely feedback and monitor issues through to remediation; ensure team completes requisite trainings

• Assist the manager in reviewing assigned jobs, researching job tickets, resolving grievances and issues raised by lawyers, paralegals, and other job requestors

• Maintain up-to-date knowledge and a high level of technical proficiency with the automation, specialized applications, and upgrades troubleshoot document and/or technical inquiries

• Onboard new team members and ensure all training is complete and mentor is assigned

• Document and promote best practices

• Help develop and maintain principal user profiles

• Test and troubleshoot new applications and upgrade releases

• Assist 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 customers

• Participate in departmental project teams and task forces designed to streamline workflow and/or resolve issues

• Serve as an ambassador of the services available from the department

Qualifications & Characteristics:

• HS Diploma or equivalent, Associate’s degree preferred, or equivalent experience

• 3-5 years’ experience in a supervisor role or process management, preferably in a law firm environment

• Advanced knowledge of legal policies and procedures

• Excellent written and verbal communication skills

• Strong interpersonal skills

• Ability to organize, prioritize, and coordinate multiple assignments

• Maintain confidential information

• Make objective, independent judgments

• Ability to excel under pressure and provide quality work product

• Clearly and effectively communicate with varying levels of people within the organization

• Work productively and cooperatively with other employees

The 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.

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Opensity is an Equal Opportunity Employer. 

We are committed to providing equal employment opportunities to all applicants and employees and do not discriminate on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran or military status, or any other characteristic protected by applicable federal, state, or local law. 

Employment decisions at Opensity are based on qualifications, merit, and business needs. This policy applies to all aspects of employment, including recruitment, hiring, promotion, compensation, training, discipline, and termination. 

Opensity is committed to providing reasonable accommodations for qualified individuals with disabilities, for pregnancy related conditions, and for sincerely held religious beliefs, in accordance with applicable law. We do not tolerate retaliation against individuals who raise concerns or participate in an investigation related to equal employment opportunity.