Dye & Durham Limited provides premiere practice management solutions empowering legal professionals every day, delivers vital data insights to support critical corporate transactions and enables the essential payments infrastructure trusted by government and financial institutions. The company has operations in Canada, the United Kingdom, Ireland, Australia ...
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Reporting to the Support Manager, the Case Management Specialist will be responsible for ensuring that customer needs are met and issues addressed promptly through proactive and positive communication.
Doing so by delivering exceptional customer service by effectively managing and responding to customer enquiries and issues. By providing accurate information and timely resolutions, you will help build and maintain strong relationships with customers, fostering loyalty and trust in the Dye & Durham brand.
Key Responsibilities
Strong customer service background, preferably in a telephony and/or email based role.
To provide support to users in resolving application-related incidents, service requests and problems in a timely and efficient manner in line with business requirements.
Assist clients with any queries and questions on the Quill system via the Zendesk ticketing system, telephone and live chat.
To provide timely communication to clients on the status of their service requests and incidents.
Report any incidents to our Incident Management team, providing as much information as possible and keeping clients updated.
Provide application support across all business functions.
Maintain application support technical documentation.
Setting up new client databases using Linux command line and creating users in both Active Directory and our internal web portal.
Query databases and write/adapt current stored procedures using Firebird SQL
Training new members to the team in Quill products and procedures.
Skills, Knowledge & Expertise
Previous case management workflow or time recording experience
Previous client and/or case management experience
Experience of using a CRM (such as Zendesk.Fresh Desk or similar)
Knowledge of Legal Aid would be beneficial
Comfortable working towards strict KPI's and SLA's
Excellent verbal and written communication
Excellent problem investigation and problem solving skills
Comfortable working in a process driven environment
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