Database Support Specialist

6 months ago

Toronto, Canada Bereskin & Parr LLP Full time

**THE FIRM**

Bereskin & Parr is one of Canada's largest and most respected intellectual property (“IP”) law firms. We have over 230 employees, including more than 70 lawyers, patent and trademark agents, with four offices located in major economic or technology centres. We are an award-winning firm with a global reputation as one of the largest, and most experienced in patent and trademark law. We provide exceptional client service and are driven by our commitment to professional excellence. At B&P we are proud of our collaborative and inclusive work environment.

**THE OPPORTUNITY**
The primary purpose of this position is to coordinate response to practice-related service requests as well as end-user support for the IP Docketing system. This position collaborates closely with the IP System Administrator and other members of the IT Team and to prioritize and resolve requests and issues pertaining to the IP Docketing System.

**Your responsibilities will include**:

- Identify, diagnose and escalate unresolved issues to other members of the team in a timely manner to ensure that users receive excellent service.
- Identify and troubleshoot software configuration problems.
- Collaborate in the development and improvements of training collateral.
- Provide desk support as required for those calls that cannot be resolved over the phone or through remote control and escalate problems using the appropriate procedures.
- Audit the creation of new records
- Perform batch database changes using established tools or scripts
- Communicate with users and resolve any issues with data or procedures
- Maintain contact information (Names, Addresses and Parties) in IP System
- Participate in database quality projects to resolve duplicates, changing staff and teams attached to files, etc.
- Provide backup to Patricia workflow and team database changes and report preparation
- Other duties as assigned

**What you will bring to B&P**:

- Two years of relevant working experience is required.
- Proficient with computers using Windows 10 operating system.
- Proficient and strong working knowledge of Microsoft Office 365 suite and MS Teams.
- Self-motivated with excellent time management and prioritization skills.
- Excellent critical thinking and problem solving skills with attention to detail
- Excellent customer service and interpersonal communication skills with an ability to handle pressure situations in a support environment.
- Willingness to work with firm users in a professional, patient, courteous, and helpful manner.
- Works well in a collaborative team environment and able to escalate calls to other members of the team seamlessly.
- Experience with MS SQL and scripting
- Experience with Patricia IP Management or similar system supporting IP docketing and an understanding of an IP practice a definite asset.

**What we offer**:

- A collaborative and collegial work environment
- A hybrid work from home/office model
- A comprehensive benefits package including medical, dental coverage and more
- Group RRSP matching plan
- Employee Assistance Plan
- Tuition Reimbursement
- Health & Wellness Reimbursement
- Technology Subsidy
- Paid vacation
- Business casual dress code
- Summer hours
- Discounted rates for auto and home insurance

**Salary**: $55,000 - $65,000

**HOW TO APPLY**

We thank all applicants for their interest; however only those selected for an interview will be contacted.

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