1st Line Support

2 months ago

Hamilton, Canada PracticeEvolve Full time

Practice Evolve is a global provider of Practice Management software (Accounting Workflow and Document Management) for the LegalTech industry in the UK, Ireland, Australia, and New Zealand.

With offices in Cork, London, and Sydney, our diverse team of dedicated individuals work internationally, combining our talents to excel in this niche industry. We aim to enable law firms to achieve their operational efficiency goals through our reliable, responsible, and reputable technology.

In this role, the successful candidate will be responsible for supporting our clients with system navigation and troubleshooting of issues through Practice Evolve products.

What we offer:

At PE, once you join us you become part of an amazing community of Evolvers. We offer training in many different topics in professional and personal development. We believe in motivating our people to meet their goals and progress in their career.

Some other employee benefits include:

  • Competitive salary package
  • Welcome Pack complete with PE merchandise
  • Employee Assistance Programme
  • Pension Scheme
  • Income Protection
  • Life Cover
  • Annual leave 26 days plus public holidays
  • Cycle to Work Scheme
  • Sick pay

What you’ll do:

  • Assist our clients to use PE software through phone support and remote assistance software.
  • Ensure that clients are kept up to date with the progress of their call and maintain a full call history in our in-house Support system.
  • Action inbound and outbound support requests through our ticketing system.
  • Conduct remote troubleshooting sessions with clients to provide detailed information.
  • Communicate promptly, clearly, and accurately with customers and internal teams.
  • Record detailed information for calls requiring further escalation, including step-by-step reproduction of the issue.
  • Develop in-depth knowledge of PE software and obtain copies of logs and information for 2nd line support investigation.
  • Support both internal teams and our customers with Support Portal enquiries.
  • Meet operational KPIs including Customer Satisfaction, Response Time (RT), First Contact Resolution (FCR) & Average Handling Time (AHT).
  • Maintain up-to-date knowledge of Practice Evolve products and services.
  • Attend all Learning & Development training sessions and complete all related assessments.

Minimum Requirements:

  • 2-3 years previous experience working in a support environment.
  • Previous experience in a legal environment or knowledge of legal precedents and documentation is advantageous.
  • A confident communicator, able to communicate effectively with internal customers.
  • Dedicated and committed to providing an exceptional service.
  • A passion for technology and a ‘can do’ attitude.
  • Passion for solving problems.
  • Good IT skills – Knowledge of Microsoft suite.
  • Experience of working with Microsoft Word/Outlook as an Add-in to other software.

PE is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We are committed to equal employment opportunity regardless of race, colour, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or any other legally protected status.

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