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 ...
Read more about this company
The Product Support Specialist is responsible for supporting the smooth running of the Professional Services Team, ensuring that our customer’s needs are met in a prompt and efficient manner.
Key Responsibilities
Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.
Attend to Case Management related client tickets and answer telephone calls.
Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
Gather customer’s information and determine the issue by evaluating and analysing the symptoms.
Research required information using available resources.
Identify and escalate priority issues as per client specifications, following standard procedures.
Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business.
Follow up and make scheduled call-backs to customers where necessary. Stay current with system information, changes and updates.
Maintain good relationships with clients according to their Service Level Agreement (SLA).
Update time and notes on internal CRM system.
Skills, Knowledge and Expertise
3+ years of experience in a customer service/call centre role.
Ability to effectively communicate verbally and in writing.
Knowledge of customer service principles and practices.
Proper phone etiquette and effective listening skills.
Must be organised and have multitasking capabilities.
Proficiency in Microsoft Office, specifically Outlook, Word and Excel.
Good understanding of computer operating systems, internet and hardware.
Willingness to cooperate with others and work to the greater good.
Great attention to detail.
Nice to Have(s)
Legal experience advantageous.The Product Support Specialist is responsible for supporting the smooth running of the Professional Services Team, ensuring that our customer’s needs are met in a prompt and efficient manner.
Gmail
Yahoomail