The Support Consultant plays an important role in ensuring that clients receive the highest levels of customer service coupled with application focused technical knowledge. To be successful within this role, you will need to be a fast learner with a desire to learn & apply technical skills including identifying & testing for application bugs, creating SQL queries & ensuring the correct configuration of a variety of IT systems. You will have a strong customer focus & a high-level of technical skills as you will be dealing with IT management and Helpdesk staff.
Responsibilities
* Provide technical product knowledge and support to Morae Global clients.
* iManage experience is strongly desired and this is for a senior-level tech position.
* Have a good understanding of Morae Global products, be able to talk with knowledge and confidence to clients about our products and how they have been implemented at their site.
* Follow troubleshooting methodologies, providing feedback to internal resources where necessary.
* To work closely with the Support Team to ensure swift escalation where necessary.
* Ensure SLA compliance and delivery is within Support guidelines.
* Manage the assigned work queue as per Support guidelines.
* Build and maintain client relationships.
* Ensure the highest levels of customer satisfaction and success.
* Report and take direction from the Support Manager.
* Where necessary undertake the delivery of iManage End User Training to clients in line with the training process and procedures in place.
* Provide feedback on training delivery for continual improvement of services.
Qualifications
* Bachelor's degree in a related area of study, OR significant course work in technology or IT including network, database, and/or systems administration.
Required Skills
* Some experience or knowledge of Microsoft Windows Technology, Microsoft Office, Document Management Systems, would be desirable, but is not essential.
* Exposure to MSQL and TSQL, would be desirable but not essential.
* Excellent customer service skills, both spoken & written - ability to liaise with customers at varying levels.
* Some experience of delivering training / guidance to end users.
* Ability to converse with clients in multiple languages (preferable English, German & French).
* Task Management & ability to prioritize.
* Self-motivated and a strong desire to learn & progress.
* Able to participate in out of hours on call services and shift rotations as necessary.
About the Company
Morae Global Corporation provides comprehensive legal and compliance solutions to corporate law departments, compliance teams and law firms. Morae's team of experts is comprised of some of the most seasoned and knowledgeable professionals in the legal industry who are trusted to transform legal functions and businesses worldwide. Core service lines include: strategic advisory, digital transformation, legal managed services, contract and document analytics, eDiscovery, and on-demand resourcing. Morae has offices around the world, including in Abu Dhabi, Bangalore, Chicago, Frankfurt, Hong Kong, Houston, London, Maastricht, New York, Sydney, Washington, D.C., and Zurich. For more information, visit moraeglobal.com. Our privacy policy can be found here. We are a fast-growing company, and we are looking to hire bright, energetic minds that share our mission to transform legal and compliance departments worldwide. We offer an exciting and dynamic work environment with the opportunity for significant upward mobility within the organization.
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