LawWare

Bearford House,

39 Hanover Street,

Edinburgh,

EH2 2PJ

https://lawware.co.uk/

Software/System Trainer

Edinburgh, £26,000 - £32,000/annum DOE /Car allowance/Pension

Description

Do you have experience of working in the legal sector in a software/systems training capacity? We are looking for a System Trainer/Product Consultant to expertly train and support clients on the use of our client’s products. The essence of the role is to demonstrate the system to show its capabilities and in turn enhance the clients own practice, whilst continuously developing and maintaining the companies training platform.


The Company

Founded over 2 decades ago this is a rare opportunity to join a company that has worked hard to become a leading provider within their sector. LawWare now supplies software to over 400 law firms in the UK, and over 1/3 of all law firms in Scotland use its Practice Management Software. This latest vacancy aims to continue this growth and reputation by supporting its products further.


The Role

The successful candidate will join the implementation team headed by our Implementation Project Manager. Where required, the role will involve delivering a range of value added services including: -


Delivering training courses on our systems

  • Training needs analysis – Assessing, planning & documenting training requirements

  • Delivering on site training classroom style (or one on one) at clients’ sites

  • Delivering telephone training and sometimes in house “master classes”

 

Helping to keep key documentation up to date including user guides & training materials

  • Assisting the technical team with software enhancement Quality control

  • Software pre-release testing

  • Design and specification of new ideas and software modules alongside client needs

 

General Office Support and Start-up assistance

  • Handling helpdesk issues & supporting queries by email & telephone / remotely.

  • Offering practical advice to our clients and helping them “do more with IT”

  • Assisting with start-ups where time permits including

  • Configuring users, permissions, system settings including Cashroom

  • Checking data transfer data including financials, CRM, Activities

  • Installing desktops and troubleshooting technical issues.

 

Assisting our sales team where possible including

  • Identifying business opportunities including

  • Assessing client bespoke requests and identifying software developments

  • Assisting with Remote or onsite pre-sale software demonstrations where required

  • Performing Client courtesy calls / Customer satisfaction surveys when needed

 

Candidate Requirements

  • Confidence in a training role & experience of providing training to staff at all levels including Partner, Fee Earners, Cashiers, Paralegals, Support Staff and other experienced staff.

  • A willingness to stay away for periods of time and this will be primarily in Scotland but could be anywhere in the UK at times.

  • Previous experience of working within and alongside law firms and their teams, ideally as a software trainer for a Practice Management Software Provider or law firm.

  • Strong technical legal cash room or accounting software experience and an appreciation of regulations and the risk-based nature of the legal profession

  • The ability to learn quickly, think on the spot and make their own responsible decisions

  • Good communication skills and telephone manner and the ability to cope well under pressure and in a technically challenging & demanding a client facing role.

  • Worked in a support role in the past and will be compassionate from a client care view

  • Reasonable IT technical skills and a sound knowledge of Windows and Microsoft Office

  • An appreciation of the law industry and how IT plays a strategic role in its operations

  • Have a good understanding of legal software practice management systems

 

To apply for this vacancy,

Please email careers@lawware.co.uk attaching your current CV and cover letter

 


Published Date: 13-Apr-2018

LawWare Helpdesk Support Specialist

Edinburgh, £18,000 - £22,000/annum DOE/ additional benefits

Description

As a Paralegal, Legal Cashier, Legal Admin or a Cashroom Assistant working in a law firm, you may have had experience or even an interest in a support or training role within the software industry.


If so…this may be your chance to combine your legal experience with your interests and carve out a career initially within Software Support but with the longer term aim of moving into a training or perhaps more technical role.


The Company

Founded over 2 decades ago this is a rare opportunity to join a company that has worked hard to become a leading provider within their sector. LawWare now supplies software to over 400 law firms in the UK over 1/3 of all law firms in Scotland use its Practice Management Software. This latest vacancy aims to continue this growth and reputation by supporting its products further.


The Role

Below is an outline of the duties that you would be aiming to carry out once you are up to speed. Initially there would be an induction including training in place that would allow you to utilise your legal knowledge and apply it to the below responsibilities. Therefore, you are not expected to know of or have done all of the below before.


Service Excellence

• Provide a first-rate customer service through the help desk, recording and tracking all problems and raising the necessary Support Tickets.

• Resolve issues and requests where possible, such as simple problem determination and quick fix solutions using the Knowledge Base and User Guides.

• Set up and maintain new databases for clients.

• Liaise with Support team if an issue cannot be resolved, and escalate to the Helpdesk Supervisor to seek timely resolution.

• Use diagnostic skills to establish issues relating to servers and resolve to satisfaction, minimising business impact ensuring service levels are maintained throughout.

• Test resolution to ensure that issue is fully resolved for the end user, reporting any concerns or risks to the relevant team.

• Maintain own Professional Development and ensure awareness of product best practice to continuously improve service.

 

Business Support

• Provide support to set up new users as required.

• Provide general support to the Implementations Manager as required.

• Resolve IT administration issues as necessary, such as user permissions, printing issues, email tracking.

• Maintain support materials and Knowledge Base to ensure that all Helpdesk users are familiar with reference material to support client queries.

• Provide knowledge and expertise in company products and software.

• Administer the helpdesk systems ensuring all Client details are accurate and up to date.

 

Managing Relationships

• Develop and maintain relationships with clients, to develop a full understanding of client expectations and to ensure service levels meet those expectations.

• Attend, participate and contribute to team meetings ensuring that appropriate up to date information is communicated and acted upon.

• Demonstrate “adding value” to relationships with clients.

• Anticipate and fulfil client needs in a successful manner.

• Develop and maintain relationships with all levels of staff to ensure flow of relevant information is communicated within the company.

• Foster a working environment where people discuss requirements openly.

• Fully understand the many facets of the business and structure in order to value different requirements and act with diplomacy to achieve the best possible outcome.

• Act as an ambassador for the company.

Candidate Requirements

• A good understanding of the inner workings within a legal firm.

• A healthy interest in IT or home computing in general.

• Professional manner.

To apply for this vacancy,

Please email careers@lawware.co.uk attaching your current CV and cover letter


 


Published Date: 13-Apr-2018