IT Support Consultant

This is a fantastic opportunity for a motivated and skilled individual based anywhere in London (preferably) and who is fluent in both native German and professional English. Please ensure you read the below overview and requirements for this employment opportunity completely. The role could suit a new graduate or someone with 1-2 years of work experience in an IT Support role. Complete training provided.

You will play a crucial role in ensuring our clients receive exceptional technical support while utilising your language skills to bridge communication gaps. Morae seeks to find the best and the brightest people - those who understand what it takes to deliver top-quality solutions for our clients. We are currently seeking a newly graduated or an entry-level IT Support Consultant to join our growing team. He/ she will provide a direct point of contact to clients to assist in issue resolution, entailing answering calls for support in addition to responding to emails and taking ownership of incidents raised through the Support Portal.

The Support Consultant will be part of a large Global Technical Team, providing assistance and support for all the key elements of the iManage suite including iManage Work (FileSite and DeskSite), iManage Share, iManage Govern, iManage Insight and iManage Cloud. 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 in this role, you will 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.

• Fluent German language skills with English professional-level proficiency
• Bachelor's degree in a related area of study, OR significant course work in technology or IT including network, database, and/or systems administration
• Some experience or knowledge of Microsoft Windows Technology, Microsoft Office, and Document Management Systems would be desirable but is not essential.
• Exposure to SQL, MSQL and TSQL would be desirable but not essential.
• Excellent customer service skills, both spoken & written - the ability to liaise with customers at varying levels.
• Some experience in delivering training/guidance to end-users.
• Task Management & ability to prioritise
• Self-motivated and a strong desire to learn & progress
• Able to participate in out-of-hours on-call services and shift rotations as necessary
• Some weekend work may be required

• Provide technical product knowledge and support for the iManage suite to Morae Global clients.
• Have a good understanding of Morae Global products, and 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.
• 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
• Undertake the delivery of iManage End User Training in line with the training process and procedures in place.
• Provide feedback on training delivery for continual improvement of services.

About Morae: Morae is a dynamic, high-growth organization that provides an integrated suite of solutions to corporate law departments and law firms, and partners with leading software and services providers, both within and outside the legal industry. We are a young company but are made up of seasoned professionals in the legal industry, with a focus on building productive long-term relationships with employees and clients in an environment where collaboration is encouraged, knowledge is shared freely, and diversity of thought, cultures, communities, and points of view is embraced. Our team has the vision to create an effective solution for any business problem and the experience to execute that vision.