Set up and designed by lawyers and technologists, Ochresoft, through its brand, Intelliworks, provides workflow software solutions which enables law firms to be more efficient, more productive and more profitable. This mitigates risk and ensures a firm is always compliant and up to date with law and practice. As a result of its unique positioning, Ochresoft continues to grow, increase its market share and maintains an enviable client portfolio amongst its peers. It is part of the UK business to business arm of the Daily Mail and General Trust (DMGT), with a goal of continuing to identify, invest in and organically develop strong and differentiated B2B information businesses.
Working in a busy and dynamic Support Department, you will be responsible for providing support to our customers by phone, email and using an instant messaging (chat) function. This support will mainly involve product specific guidance and also some light technical assistance where required. You will also be a first point of contact and liaison between the team and other internal departments.
As part of this role you will be responsible for taking incoming queries from our customers, accurately identifying the issues they may be experiencing and logging all queries on to our helpdesk software. There is a ‘first-contact’ emphasise on resolving queries first as efficiently as possible, but also escalating calls to our Senior Support staff when that might be necessary. You will have ownership of the customer queries you deal with and this may include contacting customers if further information is required to resolve their query, or to give them an update.
A great customer experience is really important to us, and we are looking for someone with a good ‘can-do’ attitude along with a willingness to achieve and take pride in exceeding customer expectation at all times.
This position would suit someone with a strong customer service background, prior experience of supporting software products or someone who has client facing experience in a legal environment. To succeed in this role you will need to demonstrate excellent verbal and written communication styles, and strong customer service skills.
Specific experience working in IT support is not essential, but a good working knowledge of Microsoft Office would be advantageous. Most importantly, we want someone that loves to learn and is used to working in a fast paced and busy service/support desk environment.
You will be given full training on our suite of products and a general interest in IT would be beneficial in this role. If you have a knowledge of conveyancing or probate that would also be highly desirable, but not essential.