Representative, Business Integration, Information Technology, Client

1 month ago

Toronto, Ontario, Canada Law Society of Ontario Full time

JOB PURPOSE:

The Representative, Business Integration ("Representative") is responsible for providing timely, accurate and seamless 1st level support to external users (licensees, licensing candidates and the public) of the Law Society's portal (LSO Connects). Responsibilities include triage and rapid response to user queries, resolution of problems, documentation and logging of contacts (calls, emails). Responsibilities also include contributions to knowledge base with respect to new issues and resolutions, and updating information as changes are made to LSO Connects.

QUALIFICATIONS REQUIRED:

  • A minimum of two year college diploma
  • A minimum of 2 years' experience providing customer support/client service. Experience supporting end users with limited comfort/familiarity with technology is an asset
  • Speaks in a clear, articulate manner for individual and/or group situations to articulate needs, and to explain detailed information / procedures in an audience appropriate format
  • Excellent interpersonal skills, including active listening, conflict de-escalation and a focus on customer satisfaction
  • Ability to provide instructions in a clear, concise manner
  • Demonstrates patience and empathy in dealings with end users
  • Strong attention to detail for accurate recording of end user documentation and contacts
  • Demonstrated experience and solid understanding of superior client service, particularly related to end user support functions
  • Proficiency in business software: MS Office products, email
  • Familiarity with MS Dynamics 365, including CRM solutions
  • Familiarity with personal computer hardware, peripherals and related software applications

Client / Customer Service Delivery

  • In conjunction with the Connects Help team, provides effective, 1st level timely support to external customers using the Law Society computer systems, specifically MS Dynamics 365.
  • Researches, diagnoses, and resolves LSO Connects issues within the Connect Help scope via telephone or email.
  • Provide clear and concise instructions to end users through email or phone, utilizing information captured in the knowledge base.
  • Actively contributes to the knowledge base by providing new and updated information, ensuring a comprehensive and up-to-date resource for both team members and end users.
  • Contributes to end-user documentation and provides ad-hoc instruction by email or phone.
  • Refers business process to operational departments, escalates system issues to relevant IT Teams.
  • Ensures departmental standards of quality (technical and customer service) are met at all times.
  • Monitors user issues and requirements, logs user inquiries, and provides feedback to the Manager regarding user experience, technology performance and on-going system issues.
  • Participates in demos, meetings and other forms of communication to keep up to speed with emerging issues, as well as enhancements to functionality that directly affect LSO Connects users.

Team Membership

  • Works closely with IT team members and across the organization participating in the identification, diagnosis, isolation and resolution of end-user support problems and acts as the primary client contact during this process.
  • Contributes to team processes, including the planning and scheduling of work, and the development of effective workflow processes.
  • Ensures that data tracked in the support log is accurate, up to date, comprehensive and available to all team members, and actively seeks to maintain awareness of all bugs and enhancements that may impact the end user.
  • Contributes to technical documentation and Knowledge base of LSO Connects.

The Law Society has introduced a Distributed Workforce Model to leverage flexibility and agility, and to maximize employee productivity and engagement. Work arrangements will be determined by role and departmental requirements. The working arrangement for this position has been classified as hybrid, where the employee will regularly flex their work location between home and office. The specific application of this will be communicated to applicants contacted during the recruitment process.

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