Technical Support Specialist

**Description**:
This position is within the GhostPractice Management Support team. Our software is designed to relieve the administrative burden that all legal practices face, thus enabling staff to be more productive. Attorneys will have more time to practice law, and their practices should be more profitable, utilising our integrated matter management, financial administration, and document management software.

**Key Responsibilities**:

- Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.
- Attend to technical-related client tickets and answer telephone calls.
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
- Gather the customer’s information and determine the issue by evaluating and analysing the symptoms.
- Attending to ad hoc software issues and problems, i.e. case management, system administration, Systems integration, platform, Operating system and data management systems queries
- Excellent problem reporting and ticketing update skills
- Research required information using available resources.
- Identify and escalate priority issues as per client specifications, following standard procedures.
- Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business.
- Follow up and make scheduled call-backs to customers where necessary. Stay current with system information, changes, and updates.
- Maintain good relationships with clients
- Update time and notes on the internal Jira and Zendesk systems

**Skills, Knowledge and Expertise**:

- Experience in a customer service/call centre role.
- Experience in a software support environment with Networking and MS Windows operating system knowledge.
- Ability to effectively communicate verbally and in writing.
- Knowledge of customer service principles and practices.
- Proper phone etiquette and effective listening skills.
- Must be organised and have multitasking capabilities.
- Proficiency in Microsoft Office, specifically Outlook, Word and Excel.
- Good understanding of hosted environments (Azure/AWS) and Microsoft SQL administration.
- Experienced in a remote support environment using remote access tools.
- Willingness to cooperate with others and work for the greater good of the team.
- Great attention to detail.
- Must be eligible to work in South Africa or hold a valid work permit.

Nice to Have(s)
- Legal trust accounting experience is advantageous.
- Microsoft SQL Scripting
- Valid driver’s license and own reliable transport are advantageous.
- Bash and PowerShell would be advantageous

**Benefits**:
At Dye & Durham we strive to be visionaries As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering internal and external training opportunities. We offer competitive salaries and a whole host of benefits including healthcare, pension, company discounts, wellness programs, and paid days off to move house or volunteer for your favourite charity.

**Do you share our DNA?**
- We ask how tomorrow can be better than today
- We are passionate about solving our customer's challenges
- Our ideas break boundaries
- We value different perspectives and encourage dialogue
- We take ownership and celebrate together

**About Dye & Durham**:
Dye & Durham is a global leader in legal technology. The company’s three categories of integrated solutions - practice management, data insights and due diligence, and client onboarding - give solicitors the essential tools they need to run their firms, from client acquisition to case management and legal accounting, and everything in between.

Trusted by thousands of legal practitioners globally, Dye & Durham helps law firms achieve more growth with less effort.