Dye & Durham, a leading global provider of cloud–based software and technology solutions, provides critical information services and workflows used by clients all over the world to manage their process, information, and regulatory requirements. The company is focused on an unwavering commitment to customer excellence and to the personal and professional growth of its employees. It offers rewarding opportunities for those with legal, tech, financial services and government relations expertise. With clients that include major law firms, financial service institutions and government organizations in Canada, the United Kingdom, Ireland, South Africa and Australia, a fulfilling career awaits you at Dye & Durham.
Our client is the Irish market leader in legal practise management software. They are seeking a Software Support Technician to join their Support Team based in Ormond Quay, Dublin. The main function of this role is to ensure that clients enjoy excellent service, with their needs met in a professional & personable way.
The main function of this role is to ensure that clients enjoy excellent service from both Software & Support whilst complying with internal processes and standards. You are required to be flexible in this role & be prepared to undertake such other reasonable duties as you may be assigned from time to time.
While the role is a hybrid role, travel within Ireland to client sites may be required on occasion.
Duties Include:
- Providing 1st & 2nd level technical support to clients and technical service providers across the suite of products.
- Dealing with customer queries & issues, as well as software installation of products.
- Participating as a valued member of the support team & contribute to the development of the team.
- Taking ownership of support calls as they are assigned, seeing them through to a successful resolution in a timely mannerly.
- Escalation of incidents where appropriate.
- Maintain regular communication with customers, keeping them informed of progress on their issues.
- Liaising with the development team for faults & enhancement requests.
- Using internal systems to keep track of your work.
- Prioritising support incidents based on relevant criteria.
The Ideal Candidate:
- Experience in any of these areas will be beneficial – Customer Support, Software Support, Microsoft Windows, Outlook & Office, SQL Databases & SQL Server.
- Dealing with customers by phone entails a significant part of the role, so you will need excellent communication skills and a good professional communication manner.
- Full driving licence & own car would be beneficial.
- Domain knowledge and/or experience with solicitors or legal functions would be beneficial.
- Knowledge of accounting systems would also be desirable.
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