Technical Support Consultant

Job Purpose

This position sits within the Practice Management Support team. Our software relieves the administrative burden faced by legal practices, giving staff more time to be productive. Using our integrated matter management, financial administration and document management software, attorneys spend more time practising law and their practices become more profitable.

Specific Responsibilities:

• Provide service and support to end users of automated call distribution phone software, via remote connection or over the internet.
• Handle technical client tickets and answer telephone calls.
• Respond to customer enquiries, concerns and requests about products and services, and process the information they provide.
• Gather customer information and diagnose issues by evaluating and analysing symptoms.
• Resolve software issues and queries relating to case management, system administration, systems integration, platforms, operating systems and data management systems.
• Research required information using available resources.
• Escalate priority and complex issues in line with client specifications and standard procedures.
• Offer alternative solutions where appropriate to retain customers' and clients' business.
• Follow up with customers and make scheduled call-backs where necessary.
• Maintain good relationships with clients.
• Keep up to date with system information, changes and updates.
• Log accurate problem reports and record time and notes on the internal Jira and Zendesk systems.
• Perform Microsoft SQL scripting and database administration, and use batch scripting and PowerShell.
• Provide senior-level technical support where required.
• Deliver technical training to internal staff.
• Manage, maintain and update technical documentation.

Direct Reports:

[none]

Knowledge, Skills & Experience:

• Experience in a customer service or call centre role.
• Experience in a software support environment, with basic networking and Microsoft Windows operating system knowledge.
• Good understanding of hosted environments (Azure/AWS).
• Microsoft SQL basic scripting and administration.
• Knowledge of customer service principles and practices.
• Ability to communicate effectively, both verbally and in writing.
• Proper phone etiquette and effective listening skills.
• Well organised, with the ability to multitask.
• Eligibility to work in South Africa, or a valid work permit.

Nice to have:

• Legal trust accounting experience is advantageous.
• Valid driver’s license and own reliable transport are advantageous.

Other Contextual Information/Special Features:

• Occasional after-hours work or work over weekends to assist the client outside of normal operating hours might be required.
• Might be required to go on-site to the client’s premises if assistance cannot be provided remotely.

Benefits

At Dye & Durham we strive to be visionaries! As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering internal and external training opportunities. We offer competitive salaries and a whole host of benefits including healthcare, pension, company discounts, wellness programs, and paid days off to move house or volunteer for your favourite charity.

Do you share our DNA?

• We ask how tomorrow can be better than today
• We are passionate about solving our customer's challenges
• Our ideas break boundaries
• We value different perspectives and encourage dialogue
• We take ownership and celebrate together

At Dye & Durham, we are fortunate to connect with exceptional talent across our business. While we carefully evaluate every submission, if you do not hear from our Talent team within 14 days of applying, it indicates that we are moving forward with other candidates for this role. Due to volume, we are unable to provide personalized feedback on initial applictaions, but we encourage you to stay connectedfor future opportunities.

#DDhp