HelpDesk Support Consultant | Infinitylaw
LEAP Legal Software
- Auckland
- Permanent
- Full-time
- Provide excellent customer service whilst resolving Infinitylaw product queries in an accurate and timely manner
- Answer general client software and hardware queries
- Action inbound and outbound calls as assigned to achieve daily KPIs
- Troubleshoot, diagnose and resolve application issues
- Capture notes using standard notes template in CRM, including recording detailed information for all calls requiring further escalation
- Maintain Infinitylaw software knowledge against the capability matrix
- Applied learning – assimilating and applying new job-related information in a timely manner
- Communication – clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message
- Managing work (includes time management) – effectively managing one’s time and resources to ensure that work is completed efficiently
- Building customer loyalty – effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty
- Technical / professional knowledge and skills – having achieved a satisfactory level of technical and professional skill or knowledge in position-related areas; keeping up with current developments and trends in areas of expertise
- Critical thinking skills - ability to analyse and deal with complex problems logically, gather all information required and find a solution in consultation with others when necessary
- Qualifications (or progressing towards qualifications) in accounting or law
- A proven record and passion for providing excellent customer service (preferably within a professional services environment)
- Proven ability to manage high-volume, transactional calls
- Competent in MS Office applications and Windows environment
- Proven ability to problem-solve
- Demonstrated ability to learn new skills
- Experience within a help desk or call centre environment (desired, but not essential)
- Competent in MS Office applications and Windows environment