Technical Support Specialist for Dye & Durham | Hybrid CT

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.  
• Attending 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 system (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 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