Jobs at Dye & Durham Corporation

• The purpose of this role is to deliver exceptional customer service by effectively managing and responding to customer enquiries and issues. You will help build and maintain strong relationships with customers, fostering loyalty and trust in the D&D brand. 

Key Responsibilities

• Support the Insight Legal Software Product  
• Provide help and assistance to customers on the telephone in a prompt and courteous manner  
• To promote a helpful and professional image to the customer giving full co-operation to any customer requiring attention  
• To attend to customer queries and enquiries in a caring and helpful manner and with a commitment to dealing with the issue in a positive way  
• To anticipate customer needs whenever possible to enhance the quality of service offered by the Company and to ensure customer loyalty is maintained  
• Provide telephone and onsite training of the Insight Legal Software product.  
• To comply with all statutory legislation  
• To identify and report all and any hazards 

Skills, Knowledge & Expertise 

• Basic understanding of accounting and bookkeeping best practices.  
• Knowledge of SRA Accounts rules 
• Ability to communicate clearly, professionally, and succinctly.  
• Works well under pressure with excellent time management skills.  
• Create and publish documentation containing instructions for client consumption.  
• Advanced knowledge of MS Office (Word, Excel and Outlook)  
• Effective listening skills and ability to muti-task.  
• Excels in a team environment and takes ownership of tasks and assignments.  

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• You will be responsible for leading recovery of high priority incidents, running post incident reviews, tracking action items to closure, and chairing CAB meetings. You will also be responsible for supporting resolution of lower priority incidents and ticket management. You will be the first point of escalation for business and IT teams for ITSM related topics. 

Key Responsibilities

• Lead and drive major incidents towards mitigation and resolution 
• Provide timely and meaningful updates to stakeholders 
• Lead Post Incident Review and Problem Management meetings with key stakeholders to review events and opportunities for ongoing improvement 
• Chair CAB meetings and ensure all approved changes are thoroughly vetted  
• Work in a round-the-clock shift model, including holidays and weekends, on a rotational basis 
• Continuously look for automation and improvement opportunities for IT Service Management 
• Support auditing requirements 
• First point of escalation for business and IT teams for IT Service Management 

Skills, Knowledge and Expertise

• 5+ years of experience in similar roles - e.g., Incident Manager, Technical Escalation Engineer, etc. 
• Capabilities to identify and analyze problems logically and systematically 
• Strong communication skill, must be able to articulate technical issues in a meaningful way to both engineers and executive level management 
• Crisis management skill: ability to maintain calm during stressful situations; demonstrate leadership skills under fast-paced, highly dynamic situations, pursue multiple threads at the same time, and drive solution for complex issues 
• Deep understanding of ITIL processes, hands-on experience in Incident Management, Problem Management & Change Management 
• Open to change and ability to function in fast paced environment 
• ITIL certification is a plus 
• Experience in AWS is a plus 

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• Development and maintenance of automated legal precedents used by law firms throughout Canada and South Africa.  These precedents include both statutory court forms shipped with ACL, as well as general legal documents and correspondence documents customised on behalf of our clients.

Key Responsibilities

• Document Construction, Formatting and Styling, using MS Word as well as proprietary MS Word-like user interfaces. 
• Researching and understanding the environment in which a document operates. 
• Analysing the degree to which the document should be automated. 
• Marking-up and automating the document using in-house programing tools involving document logic ("if then/else"), fillpoints/stop-codes and dialogs.
• Testing, trouble shooting, and maintaining the documents developed.

Skills, Knowledge & Expertise

• Must love Documents! 
• Analytical, structured, organized, methodical and logical. 
• Must have an eye for attention to detail. 
• Must have advanced word processing skills in general and be proficient in the use of Microsoft Word in particular. 
• Quick learner. 
• Good problem-solving skills. 
• Ability to manage time well. 
• Works well under pressure. 
• Ability to work accurately at a fast pace and multi-task. 
• Good working knowledge of Windows Operating System, MS Office, Internet.
• Nice to have (but not a prerequisite):
• Experience with document automation. 
• Legal / Law office domain knowledge.
• Skills in MS Office automation (eg. MS Excel). 
• IT/IS background.

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• To provide the full function bookkeeping to balance sheet for clients who have outsourced bookkeeping functions to GhostPractice. Assist clients with processing of their financial transactions in their practice management system from source documentation, as well as senior team members with related activities on clients serviced/managed by them. SARS and Law Society statutory compliance assistance provision to internal senior bookkeepers and/or clients as required. Provision of bookkeeping support to other internal teams and clients as required.

Key Responsibilities

• Handle the full function of bookkeeping to balance sheet.
• Payroll - with signoff from senior bookkeepers
• Submission of all statutory returns monthly and annually - after signoff from senior bookkeepers
• Assist clients with third party and regulatory interactions.
• Provide training to clients on GhostPractice features.
• Troubleshoot GhostPractice bookkeeping usage.
• Internal and external communication daily and report back on weekly objectives met.
• Capture financial transactions from source documentation.
• Reconcile Trust and Business Accounts
• Reconcile Creditor Accounts
• Reconcile Debtor Accounts
• Reconcile Trust Investments
• Allocations of invoices to receipts, payments and other financial transactions for debtors and creditors
• Prepare financial transactions import sheets
• Filing of source documents electronically and/or physically
• Petty Cash processing
• Invoice generation 
• Generation of standard system reports for clients
• Assist bookkeepers with urgent requests
• Ability to travel to clients.
• Attend to ad hoc bookkeeping assignments i.e. financial catch ups, financial clean ups, partnership splits, trust reconciliations etc.
• Hand holding and assisting at clients site during Implementation of GP 

Skills, Knowledge & Expertise

• Valid driver’s license and own reliable transport
• Good understanding of processing financial transactions from source documents
• Good understanding of reconciliations (debtors, creditors and bank account)
• Experience in a Legal environment would be an advantage (but not essential)
• Good time management skills
• Service orientated person with strong sense of attention to detail
• Must be able to work in a team, confident with building strong working relationships with fellow team members
• Good telephone manner
• Good interpersonal and communication skills
• Able to use Microsoft Office- primarily Outlook and Excel
• Ability to identify issues
• Ability to understand the root causes of issues
• Ability to learn software systems and use them effectively
• Fluent in English and Afrikaans- spoken and written

Minimum

• Matric (with accounting) or Diploma

Advantageous

• MS Office Certification
• Degree in Finance / Accounting 

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• 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.