Product Support Advisor

UK-Wiltshire-Swindon
Job ID
2017-1216
# of Openings
1
Operating Business
Ochresoft
Category
OS - Administrator
Position Type
Full-Time
Contract Type
Permanent

About Us

Formed in 2003, Ochresoft Technologies Ltd is an independent software house specialising in business process optimisation for the legal application market. Ochresoft was originally established to deliver an expert conveyancing workflow, which now forms part of an ever growing suite of products including Wills and Probate applications.

Our flagship solution Intelliworks is the state of the art for legal workflow frameworks, continually updated with new features and content, and incorporating the best integrated services.

Ochresoft’s team comprises qualified lawyers, underpinned by highly skilled technologists, support staff, and our training team. Our staff are key to the company’s success and have been instrumental in Ochresoft’s ambition to become a market leader in the legal application sector.

The Opportunity

Working in a busy and dynamic Support Department, you will be responsible for providing first line product and light technical assistance to customers using our Intelliworks legal case management system. This will involve telephone, email and instant messaging (chat) support, and if required, assistance by remote access software. You will also provide the first point of contact for our Support Team and act as liaison between the Support and other internal departments where necessary.

 

Key Duties:

 

  • Taking incoming queries from our customers by telephone, email / chat and letter
  • Logging all queries on our helpdesk software
  • Assisting customers to describe their problem to accurately identify the nature of the call
  • Acquiring a detailed knowledge of our Intelliworks products
  • Providing help and assistance on how to use our products and services
  • Providing light technical assistance with the Intelliworks product
  • Resolving queries efficiently and on first contact where possible
  • Escalating calls when required to our Senior Support staff
  • Providing reports for management
  • Contacting customers if further information is required in order to resolve queries
  • A ‘can do’ attitude with a willingness to achieve and exceed customer expectations at all times

About You

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.

 

Essential requirements:

  • An exceptional telephone manner
  • Strong customer service skills
  • Excellent verbal and written communication
  • Good IT skills, particularly Microsoft Office (Word, Excel, Outlook)
  • Experience of using call logging software or working in a busy service / support desk environment
  • A willingness to learn and progress

Whilst not essential, knowledge of conveyancing or probate would be highly advantageous. Ochresoft will provide full training on our suite of products.

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