Technical Support at Dye & Durham Corporation

• This position is within the GhostPractice Management Support team. Our software is designed to relieve the administrative burden that all legal practices are faced with, thus enabling staff to be more productive. Attorneys will have more time to practice law; and their practices should be more profitable utilising our integrated matter management, financial administration and document management software.

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 technical 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. 
• Attending to ad hoc software issues and problems i.e. case management, system administration, Systems integration, platform, Operating system and data management systems queries 
• 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. 
• Update time and notes on internal CRM system (Zendesk).

Skills, Knowledge and Expertise

• Experience in a customer service/call centre role. 
• Experience in software support environment with basic Networking and MS Windows operating system knowledge.
• 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 hosted environments (Azure/AWS) and Microsoft SQL administration
• Willingness to cooperate with others and work to the greater good of the team. 
• Great attention to detail. 
• Must be eligible to work in South Africa or hold valid work permit.

Nice to Have(s)

• Legal trust accounting experience advantageous.
• Microsoft SQL Scripting
• Valid driver’s license and own reliable transport advantageous.
• Batch scripting and PowerShell would be advantageous

Other Contextual Information/Special Features:

• Occasional afterhours work or work over weekends to assist client outside of normal operating hours might be required.
• Might be required to go onsite to client’s premises if assistance could not be provided remotely.