Job Description - Support and Implementation Consultant
Description
This role requires an analytical, efficient and solutions focused individual to assist with onboarding clients and supporting them once live on GhostPractice- with the aim of retaining each client for the life of that firm. The individual should ideally have experience with similar software programs, demonstrated ability to interact and communicate with clients and our staff at all levels, develop solutions and resolve issues efficiently. This position is suitable for someone who is able to work independently and under pressure, and who is willing to tackle a wide variety of tasks as the need arises. Willingness to apply common sense and intelligence to problem-solving on a daily basis will be invaluable. The ideal candidate should be able to become a trusted GhostPractice advisor to the client.
Key Responsibilities
Implementation
Understand all the functionality within the GhostPractice system.
Installing and setting up SQL, GhostPractice and related software.
Interviewing, collating and analysing data, software and processes at clients.
Converting non-financial client's data from Legacy system into GhostPractice.
Functional testing of software and testing the integrity of the data along with the client.
Assisting the client with handholding and support during the Testing and Launch phases.
Preparing, executing and managing projects including project milestone management.
Running client meetings.
Creating, collating and maintaining project documentation and performing related administrative functions.
Problem solving of client issues.
Communicating project progress internally and externally.
Support
Updating clients with latest GhostPractice version.
Assisting the support team as and when required.
Assisting client with support queries as and when required.
Training
Train clients on all the functionality within the GhostPractice system.
Classroom or one-on-one Training of clients on GhostPractice.
Account Management
Extracting data from various systems and compiling it into useable information.
Updating and maintaining CRM systems for account management functions performed.
Communicating with multiple teams (internal and external).
Receive, assess and redirect queries from clients and staff as required.
Identify meetings to be scheduled.
Analyze tickets logged by clients.
Analyze client data.
Meetings and workshops with clients.
Advise clients on GhostPractice related issues.
Understand problems experienced by clients and define/develop solutions.
Develop workaround solutions (validated with internal experts) where necessary.
Manage solution implementation.
Develop detailed GhostPractice bugnets for problems identified by clients or staff.
Provide client feedback and manage hotlist issues.
Assist with Billing and debtors query issue resolution.
Assist / manage implementation to support handover.
Assist with events, workshop and other clients related functions as required.
Assist with other general administrative and ad hoc tasks as required.
Skills, Knowledge & Expertise
Well presented, good telephone etiquette and good writing ability.
Good interpersonal and communication skills- fluent in English & Afrikaans (spoken & written).
Able to use Microsoft Office- primarily Outlook and Excel.
Good planning skills, problem-solving skills and good data analysis skills.
Bookkeeping skills (advantage if you have legal bookkeeping skills)
Ability to identify trends and issues and to understand the root causes of trends and/ or issues.
Liaise with people from various teams and manage delivery.
Superior working knowledge of GhostPractice or software programs.
Qualifications Minimum
Recognised Diploma in IT, Finance or Management
Advantageous
MS Office Certification
Degree in Finance, Management, IT or similar
Job Benefits
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.
Do you share our DNA?
We ask how tomorrow can be better than today
We are passionate about solving our customer's challenges
Our ideas break boundaries
We value different perspectives and encourage dialogue
We take ownership and celebrate together
Dye & Durham is a global leader in legal technology. The company’s three categories of integrated solutions – practice management, data insights and due diligence, and client onboarding – give solicitors the essential tools they need to run their firms, from client acquisition to case management and legal accounting, and everything in between.
Trusted by thousands of legal practitioners globally, Dye & Durham helps law firms achieve more growth with less effort.
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