Product Support

Product Support Specialist – Livingston - Onsite

WHO ARE WE?

Are you looking to build an exciting and dynamic career at a company with prestigious blue-chip clients and international reach? Dye & Durham, a leading global provider of cloud–based software and technology solutions, is focused on an unwavering commitment to customer excellence and to the personal and professional growth of its employees.

Dye & Durham provides critical information services and workflows used by clients all over the world to manage their process, information and regulatory requirements. The company offers rewarding opportunities for those with legal, tech, financial services and sales expertise. With clients that include major law firms, financial service institutions and government organizations in Canada, the United Kingdom, Ireland and Australia, a fulfilling career awaits you at Dye & Durham.

WHAT WILL YOU DO?

Your role as a Product Support Specialist will be to deal with queries from our customers via phone and email, speaking to a variety of customers every day. This is a role where you will form working relationships with lots of different people, from managing partners to accounts assistants, able to support them and resolve their queries within agreed SLA’s. Every day will present a different challenge, no day will be the same!

You will have a wide and varied role, but we think the most important responsibilities will be;

• Support the Insight Legal Software Product
• Provide help and assistance to customers on the telephone in a prompt and courteous manner
• To promote a helpful and professional image to the customer giving full co-operation to any customer requiring attention
• To attend to customer queries and enquiries in a caring and helpful manner and with a commitment to dealing with the issue in a positive way
• To anticipate customer needs whenever possible to enhance the quality of service offered by the Company and to ensure customer loyalty is maintained
• Potential to provide onsite or remote training on the Insight Legal Software product
• Support with the migration process when new customers are onboarding
• To comply with all statutory legislation, and identify and report all and any hazards

WHAT DO YOU NEED TO BE CONSIDERED?

We know you will have a wide range of skills and experience, but we think the most important to thrive in this role would be;

• Excellent written and verbal communication
• Be approachable and able to problem solve for our customers, experience within a customer facing role would be beneficial.
• Good IT Skills - MS Office suite
• A desire to learn and develop, with a passion for delivering excellent customer service at all times
• If you have accounting or legal knowledge, that would be beneficial but not essential, as full training will be provided.
• Able to work onsite from our Livingston office – this is a fulltime onsite position.

WHY WORK FOR US?

At Dye & Durham we strive to be visionaries! As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering internal and external training opportunities. We offer competitive salaries and a whole host of benefits including healthcare, pension, company discounts, wellness programs, and paid days off to move house or volunteer for your favourite charity.

WHAT NEXT?

Hit apply and your application will be reviewed by our talent acquisition team who will contact you directly.

Please note that this position is subject to security checks.

Dye & Durham is an equal opportunity employer. We provide opportunities without regard to race, colour, religion, sexual orientations, gender identity, national origin, marital or family status, disability status or other applicable legally protected characteristics.

Job Types: Full-time, Permanent

Benefits:

• Company events
• Company pension
• Employee discount
• Free parking
• Life insurance
• On-site parking
• Paid volunteer time
• Private medical insurance
• Referral programme

Schedule:

• 8 hour shift
• Monday to Friday
• No weekends

Ability to commute/relocate:

• Glasgow, G3 7UL: reliably commute or plan to relocate before starting work (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person