Application & Technical Support Specialist

Aderant is seeking an Application and Technical Support Specialist.

Aderant is a global industry leading software company providing comprehensive business management solutions for law firms and other professional services organizations with a mission to help them run a better business. We are motivated by a collective desire to drive the legal industry to the forefront of innovation. With over 2,500 clients around the world, including 95 of the top AmLaw 100 firms, we are changing the outside perception of the legal sphere; where there was once resistance to modernization, we are creating a culture that embraces new ideas and technology.

At Aderant, the “A” is more than just a letter. It is a representation of how we fulfill our foundational purpose, serving our clients. It embodies our core values and reminds us that to achieve success, every day must start with the “A”. We bring the “A” to life by fostering a culture of innovation, collaboration, and personal growth. We encourage our diverse teams to bring their whole selves to work – ideas, experience, and passion – to drive our mission forward. Our people are our strength.

Role Description:

As an Application Support Specialist based in our Toronto office you will be providing exceptional customer service to our clients in the North America region by providing application support for our people management software, and answering questions on the business function and usage of our product via telephone, and or internet. This dynamic role addresses, documents, and resolves client issues while adhering to service level agreements to move the product forward.

Qualifications:

• Business/accounting knowledge: you’ll have good accounting and finance knowledge and the ability to learn and grow in this area to assist clients with a range of financial/business queries e.g., Accounts Payable, Accounts Receivable, Bank Reconciliation, General Ledger
• Be a sponge – you'll be eager to learn and love to be challenged.
• Team work - you'll love working and collaborating in a close knit team.
• Problem Solving: you'll have a proactive approach to solving problems and using your initiative.
• Technical skills: you'll be familiar with relational databases, and data analysing for business/accounting issues.
• Qualifications - you'll have recently completed an appropriate tertiary qualification or relevant certification.
• Communication: you'll have excellent written and verbal skills and the ability to build relationships with a range of clients.
• Passion - you'll have a real passion and understanding for all things business.

Responsibilities:

• Your application focus will include:
• Business applications - Provide expert advice to our clients around business functions and troubleshooting across a wide product suite.
• Promotes and maintains a high quality, professional, service-oriented company image among users.
• Resolves clients' questions or problems over the telephone or Internet in the areas of business system configurations/setup, product functionality and bugs/enhancements.
• Answering complex questions on business process, function and use of our products.
• Keeps customer informed of how and when issues are resolved.
• Get hands-on in the first week!
• Serves as primary liaison between company and client.
• Conveys customer feedback to product development staff. Possesses thorough knowledge of company’s products used by customers. Operates under moderate supervision.
• Grow your core skills while getting to work with some of the latest technology releases from Microsoft.
• Analyse issues, research and identify solutions, working closely with clients through to resolution.
• Involved in any additional follow up, testing and troubleshooting.
• Provides application support to customers, answering complex questions on business function and usage of product via the telephone and/or Internet.
• Responsible for appropriate referral to other departments and quality assurance areas.
• Application data – Maintenance of data relating to business
• Support our North America clients with product queries relating to our people management software.