Anaqua

QA Engineer

• Monitor incoming communications received from outside counsel, foreign agents, US Patent and Trademark Office and other PTO’s to ensure timely review and processing.
• Review incoming docketing related communications for PTO requirements, deadlines, and identifying bibliographic information.
• Update records with bibliographic information as provided in official PTO documents and filed responses.
• Update records with tasks and corresponding deadlines, or closure of tasks and corresponding deadlines, as provided in official PTO documents and filed responses.
• Provide assistance to client and paralegals with U.S. and foreign prosecution related projects.
• Ensure consistent application of identified Anaqua Quality Assurance in the review and processing of incoming communications.
• Use PTO, IP-related, and other known resources to competently identify, investigate and resolve discrepancies related to application or database error and/or anomalies.

Docketing QA Specialist

Customer Success Manager

• Provide best-in-class support for patent and trademark clients
• Support the sales team during the latter stages of the process to educate clients on the services
• Manage client relationships for new and existing clients
• Form trusted relationships with a focus on providing solutions to client requirements in a timely manner
• Proactively communicate and collaborate with external and internal clients to keep portfolio records current, accurate and valid
• Establish and maintain close working relationship with colleagues and teams across all territories to support a ‘one firm’ service delivery
• Take a commercial approach to develop client relationships
• Monitor docketing
• Deliver data reconciliation
• Provide internal and external software training related to the Services division
• Author and update process documentation
• Engage in continuous process improvements and change management across the business

Senior Consultant, AQS Client Success

Business Operations

• Configure and maintain Zendesk for efficient email-to-ticket conversion and workflow automation.
• Set up and manage ticket routing rules, macros, triggers, and automations to streamline operations.
• Develop and maintain Zendesk pre-configurations for new workflows and client onboarding.
• Monitor and optimize ticket lifecycle management, ensuring SLA compliance and timely resolution.
• Implement custom views, dashboards, and reporting for operational insights.
• Troubleshoot technical issues related to Zendesk workflows and provide solutions proactively.
• Collaborate with cross-functional teams to align Zendesk workflows with business objectives.
• Utilize advanced Excel skills, including macro writing, to automate and streamline operational processes.
• Leverage MS Office tools (Excel, Word, PowerPoint, Outlook) for reporting, documentation, and communication.
• Use Power BI for data visualization and dashboard creation; preference will be given to candidates with hands-on experience.
• Apply logical thinking and analytical skills to solve operational challenges and improve workflows.
• Support the development and maintenance of operational reports and performance metrics.
• Assist in preparing presentations and reports for senior management based on data insights.

Docketing QA Specialist

Senior Consultant, AQS Client Success

Specialist – Business Operations, Reporting