This role is a 3-4 months contract which will then become permanent.
The purpose of the Application Support Specialist (Level 1) position is to provide technical support, for my client’s software, directly to the company’s client base.
This role is also responsible for quality testing, installation / deployment support and product training.
The ideal candidates would enjoy working in a dynamic, fast-moving environment, would be comfortable juggling multiple priorities, and would have excellent analytical and communication skills.
Support customers on complicated technical issues
Respond to requests and inquiries from clients
Respond to clients within a timeframe of pre-determined service level agreement.
Investigate software problems using sources such as error logs and technical product documentation.
Identify solutions to resolve problems or improve efficiency.
Work directly with client end-users and technology staff to identify areas for improvement.
Document and track case histories, issues, and action steps.
Develop policies and procedures for administration encompassing quality customer service.
Perform company product research, testing, and recommendations
Improve documentation of support policies and procedures
Further, develop and streamline support policies and procedures.
Participate in special projects and development work at the manager’s discretion.
Knowledge of all standard hardware and software systems
Previous experience troubleshooting application-related problems
Ability to install and verify software package installations
Knowledge of information systems concepts and terminology
Knowledge of online technical resources and expertise to access the same.
Ability to communicate with a wide variety of people verbally and written.
Assist in identifying project scope; outline steps for completion; manage project deadlines.
Technical knowledge of and experience with personal computers, servers, LAN / WAN, voice systems, and handheld devices.
Process improvement and measurement skills
Interpersonal, presentation, communication, negotiations
Knowledge of technologies for the legal field
Forward-thinking in the potential use of future technology
Responds promptly to client needs and solicits feedback to improve service; meets commitments.
Must be open to suggestions and feedback from clients and staff
Establishes own files; follows company policies and procedures; develops and maintains a record-keeping
Must be flexible and willing to work to task completion beyond regular business hours, if necessary
Reacts well under pressure and is comfortable working in potentially high-pressure situations.
Contributes to building a positive team spirit; treats others with respect and consideration.
Regardless of status or position; inspires the trust of others.
Must be able to get along with other members of the company and peers.
Takes pride in work product and pays close attention to detail; researches methods by which to improve and promote quality;
monitors own work to ensure quality.
Strives to build knowledge and skills (professional and computer) continually; shares expertise with others.
Assesses own strengths and weaknesses; sets and achieves challenging goals.
Displays willingness to make decisions; exhibits sound and accurate judgment; includes appropriate people in the decision-making process;
makes timely decisions.
Maintains an excellent attendance record and is dependable
2 3 years’ experience in a technology environment (several years in a professional services environment preferred).
Candidate must have at least 2 years practical working experience as a Support Technician or any combination of work and educational experience.
Degree in Information Systems or Computer Science preferred
Previous legal industry experience
Project Management experience would be a plus, as well as process design and documentation experience
While performing the duties of this job, the employee is regularly required to sit; use hands to handle or feel. Also, the employee is usually required to use necessary communication skills (talk and hear).
The employee is occasionally required to stand; walk; reach with hands and arms; stoop and kneel.
Specific vision abilities required by this job include close vision, distance vision, peripheral vision, colour vision, depth perception, and ability to focus.
The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully.
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