JOB PROFILE
JOB TITLE: Support Specialist – Cashroom
REPORTS TO: Helpdesk Manager
LawWare provide specialist practice management software to thousands of users across hundreds of Clients. Our strength is undoubtably our people and the software and support we provide to clients. We are based in Edinburgh and adopt a primarily remote working environment with the ability to work from the office if desired. We are looking for a highly skilled and motivated individual to join our support team. Working within a team of four others you will take responsibility for the cashroom support queries which are escalated from the 1st line support team. These calls usually consist of technical queries from cashiers about ledgers, nominals, reporting, daybook or month end anomalies. You will work to identify the issue and implement the solution or identify resource or workarounds to enable a resolution. Where you are unable to resolve the issue yourself you will signpost or document for the escalation to the technical or product teams whilst managing the clients expectations. This role is ideally suited to a cashier who has an element of technical/IT knowledge wanting to progress and explore a different career path. This is a varied role where no two days are the same and presents both a challenging and rewarding job within a supportive team. There will be the opportunity to work with the product team to provide feedback on functionality and partake in testing of new cashroom functionality before it is released to clients. There are also opportunities to work with the sales team to demonstrate cashroom functionality to potential clients/prospects.
MAIN ACTIVITIES
• Deliver a first-rate Client service through the recording and tracking of all Client queries received into the Helpdesk in line with our SLA.
• Ensure all queries received are recorded within the ticketing system and provide clear and timely responses to the Client at all times.
• Resolve all queries and requests wherever possible, using the Knowledge Base and User Guides as your support platform.
• Receiving escalated queries from colleagues surrounding the cashroom elements of the system.
• Liaise with key stakeholders if an issue cannot be resolved and seek to build knowledge to resolve issues moving forward.
• Use diagnostic skills to establish issues relating to Product and Technical systems and resolve to satisfaction, minimising business impact ensuring service levels are maintained throughout.
• Test resolution to ensure that issues are fully resolved for the end user, reporting any concerns or risks to the relevant Manager.
• Maintain own Professional Development and ensure awareness of product best practice to continuously improve service.
• Troubleshoot issues on LawWare or LawCloud, liaising with client IT Support or datacentres to troubleshoot any problems, to resolution.
• Conduct necessary administration for new Clients, setting up new users and databases, permissions and configuring Office 365 in a timely manner and ensuring that all steps are fulfilled.
• Liaise with Client IT companies to arrange server access for data collection, troubleshooting Client issues if necessary (cloud connection issues, SQL server connection issues, LawWare update problems) and when updating local installs of LawWare to new version.
Business Support
• Respond to customer requests and incidents in a timely and professional manner, being the escalation point of contact for users and colleagues.
• Resolve all support queries assigned to you within the ticketing system accurately to meet with our quality standards and SLA.
• Support and contribute the development of the Helpdesk documentation within the Knowledge Base.
• Provide knowledge and expertise in LawWare products and software.
• Provide support to colleagues to transfer knowledge
• Work with product and engineering team to provide testing resource on cashroom functionality.
• Provide support, from time to time, to the sales team to demonstrate cashroom functionality to new and prospective customers
• Provide support to the onboarding and training teams with cashroom specific queries.
• Provide support, from time to time, for onsite assistance such as floor walking for onboarding of new customers onto the Lawware platform.
Managing Relationships
• Develop and maintain relationships with Clients to develop a full understanding of Client expectations that meet with SLA.
• Attend, participate, and contribute to team meetings ensuring that appropriate up to date information is communicated and acted upon.
• Demonstrate “adding value” to relationships with Clients.
• Anticipate and fulfil Client needs in a successful manner.
• Develop and maintain relationships with all levels of staff to ensure flow of relevant information is communicated within LawWare.
• Foster a working environment where people discuss requirements openly.
• Fully understand the many facets of the business and structure to value different requirements and act with diplomacy to achieve the best possible outcome.
• Act as an ambassador for LawWare.
Technical Skills
Essential
o 1 years cashroom knowledge
o Excellent communicator
o Inquisitive to learn and develop own skills and experience
o Ability for self directed learning
Desirable
o Cashroom experience on LawWare system
o Experience of working in a helpdesk environment
o Full Driving Licence
Generic Skills
Essential
o Confident individual who can still think clearly under pressure
o Comfortable interacting (communicating) at all levels)
o A natural leader in terms of interacting with front-line teams
o Logical thinker
o Professional manner
o Flexible approach to work and working hours
o Excellent interpersonal and assertive skills
o Positive ‘can do’ attitude
o A high standard of personal presentation
o Good communication skills both written and verbal
o Self motivated with the ability to adapt to change
o Ability to inspire and motivate others
