Technical Support Specialist
Department: Customer Operations
Employment Type: Permanent - Full Time
Location: Cape Town
Reporting To: Support Manager
Description
This position is within the Unity Practice 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 bookkeeping 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.
- Attend to ad hoc software issues and problems i.e. financial catch ups, financial clean ups, general accounts and case management 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 & Expertise
- Experience in a customer service/call centre role.
- Experience in accounting support environment with basic bookkeeping knowledge would be beneficial.
- 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 (i.e. Windows/Mac/Linux) and SQL.
- Willingness to cooperate with others and work to the greater good.
- Great attention to detail.
- Must be eligible to work in South Africa or hold a valid work permit.
- Must be comfortable working to accommodate UK hours.
Nice to Have(s)
- Legal trust accounting experience advantageous.
- Financial tertiary qualifications.
- Legal experience advantageous.
- Valid driver’s license and own reliable transport advantageous.
- Batch scripting and Powershell would be advantageous.
Job 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.
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