Jobs and Careers

Solutions Specialist

United StatesRemotefull_timeVerifiedPosted 16 Feb 2023

About the role

Paradigm is seeking a Solutions Specialist to work for our client in the legal services industry. In this role you will be troubleshooting complex production issues, by balancing participation in user acceptance testing, special projects and training initiatives. You will be expected to be a subject matter expert on internal processes as well as upstream and downstream processes. You will be responsible for communicating progress, monitoring, and handling production-related functions of direct mail campaigns for multiple projects simultaneously. This person will play a vital role in the day-to-day operation of getting notices printed and mailed.

Type: 12 Month Contract

Location: Remote, PST

Shift: Graveyard (10:30 pm Sunday- 7:00 am Monday PST)

Benefits: Medical, dental, vision, life, 401K, PTO, and sick days

As a Solutions Specialist, you will:

Adhere to Noticing Service’s development workflows and processes.
Manage emails, IMs, and tickets in a clear, concise, and timely manner while documenting and tracking trends.
Facilitate discussions regarding client needs and requirements with various internal stakeholders.
Meet quality standards and appropriately escalate project roadblocks.
Process prints, set up production requirements, organize and track initial and recurring mailings.
Provide statistics and reports to internal and external clients.
Attend meetings and communicate as required to maintain an up-to-date knowledge base of current and future mailings.
Work directly with vendors or internal resources to fix bugs, create service tickets, participate in testing to solve technical project roadblocks.
Reverse-engineer complex troubleshooting issues to identify root causes.
Document and communicate root cause analysis to the team and stakeholders.
Work with other departments to understand and regularly seek opportunities to advise or steer our internal and external clients to improve overall workflow through the following: User acceptance testing, User story creation, Technical documentation, Risk mitigation, and Identifying potential QA process efficiencies.

Present technical material in an understandable manner to technical/non-technical audiences and decision-makers to aid them in their decisions.

Requirements

Our Skills and Wishlist Include:

2 to 4 years academic or practical work experience
3+ years hands-on experience with the following:

Windows platform
Microsoft Office Suite
Adobe Acrobat
Data analysis, research, and troubleshooting.
Reviewing document composition output
XML and its application into data-driven document design
USPS standards and processes
Building relationships in a remote environment
Following regimented instructions while learning new software

6 months of hands-on experience with the following:

Intermediate Excel
Interpreting Business Requirements
Interpreting application help documentation.

Proven demonstrated ability to track complex details, work under a deadline, and maintain accuracy.
Proven demonstrated ability with handling confidential/sensitive company information such as HIPAA or financial data.
Proven demonstrated ability to communicate effectively, both verbally and in writing; able to adjust for the intended audience.
Proven demonstrated ability to be organized, self-directed, self-pacing, with a high level of personal accountability.
Proven demonstrated ability to follow-through, multi-task, and prioritize efficiently.
Subject matter expertise in Noticing Services production process.
Any hands-on experience with the following is not required but would be preferred:
- Knowledge of publishing, print, or design industries
- Any technical or development-related experience with SQL, Python, or JavaScript:
- Experience with project management software, such as Jira
- Generating business process documentation
- Business Process analysis and improvement
- Data file structure best practice