IT Support Consultant in London

Overview

Morae Global Corporation 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 a fast-growing company, and we are looking to hire bright, energetic minds that share our mission to transform the legal industry. We offer an exciting and dynamic work environment with opportunities for upward mobility within the organization.

Our team is currently seeking a qualified Support Consultant to join our business. In this role, you will serve as a direct point of contact for clients, assisting with issue resolution by answering support calls, responding to e-mails, and taking ownership of incidents raised through the Support Portal.

Responsibilities

• Provide technical product knowledge and support to Morae Global clients.
• Have a good understanding of Morae Global products, to 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.
• 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 coursework 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.
• 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 in delivering training/guidance to end users.
• Ability to converse with clients in multiple languages (English mandatory, German & French preferably but not essential).
• 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 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.