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- Tasks: Provide top-notch IT support and assist clients with technical issues.
- Company: Morae is a dynamic, high-growth company focused on legal solutions and collaboration.
- Benefits: Complete training provided, flexible work environment, and opportunities for growth.
- Why this job: Join a vibrant team, enhance your tech skills, and make a real impact.
- Qualifications: Fluent in German and English, degree in IT or related field preferred.
- Other info: Opportunity for weekend work and participation in on-call services.
The predicted salary is between 28800 - 43200 £ per year.
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. 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.
Preferred Requirements:- 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.
Contact Detail:
Morae Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support Consultant
✨Tip Number 1
Familiarise yourself with the iManage suite and its functionalities. Understanding how these tools work will not only boost your confidence during interviews but also demonstrate your proactive approach to learning.
✨Tip Number 2
Brush up on your technical skills, especially in SQL and Microsoft technologies. Even if you don't have extensive experience, showing that you're eager to learn and improve in these areas can set you apart from other candidates.
✨Tip Number 3
Practice your customer service skills by engaging in role-play scenarios. Being able to effectively communicate and resolve issues is crucial for this role, so demonstrating your ability to handle various customer interactions will be beneficial.
✨Tip Number 4
Network with professionals in the IT support field, especially those who are familiar with the iManage suite. This can provide you with valuable insights and potentially lead to referrals, increasing your chances of landing the job.
We think you need these skills to ace IT Support Consultant
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant skills and experiences that align with the IT Support Consultant role. Emphasise your language proficiency in German and English, as well as any technical skills or coursework related to IT.
Craft a Compelling Cover Letter: Write a cover letter that showcases your motivation for applying to Morae. Mention your passion for customer service and your eagerness to learn and grow within the IT support field. Be sure to connect your background to the specific requirements of the job.
Showcase Technical Skills: In your application, highlight any experience or knowledge you have with Microsoft Windows Technology, SQL, or Document Management Systems. Even if your experience is limited, express your willingness to learn and adapt quickly.
Demonstrate Customer Service Experience: If you have any previous experience in customer service or training roles, make sure to include this in your application. Provide examples of how you've successfully communicated with clients or resolved issues, as this is crucial for the role.
How to prepare for a job interview at Morae
✨Showcase Your Language Skills
Since fluency in both German and English is crucial for this role, be prepared to demonstrate your language proficiency during the interview. You might be asked to switch between languages or answer questions in both, so practice speaking clearly and confidently in both tongues.
✨Familiarise Yourself with iManage Products
Research the iManage suite and understand its key components. Being able to discuss how these products work and their benefits will show your enthusiasm for the role and your commitment to providing excellent support to clients.
✨Highlight Your Customer Service Experience
Even if you have limited experience, think of examples where you've provided excellent customer service. Discuss how you handled difficult situations or resolved issues, as this will demonstrate your ability to maintain high levels of customer satisfaction.
✨Prepare for Technical Questions
Brush up on basic IT concepts, especially related to Microsoft Windows Technology and SQL. Be ready to explain any relevant coursework or projects you've completed, as well as your eagerness to learn more about technical support and troubleshooting methodologies.
