Job Description

Job Description


Infinitylaw is a practice management software that was developed specifically for the legal profession. It enables law firms to manage their clients’ legal matters, documents, time, billing, fees, workflows, and client relationship management in one powerful product. It delivers improvement in the law firms’ profitability, productivity, and their standard of delivery of legal services to their clients.

About the Role

The ideal person we are looking for is able to apply highly analytical problem-solving skills to complex technical, administrative or accounts-related issues. This includes a strong ability to communicate and document issues and solutions and effectively communicate processes to customers. The opportunity will see you communicating with clients via phone and email to understand issues that are affecting their use of the platform and provide 1st level support across all functionality of the platform. This role will see you working closely with dedicated training team and development team.

Key Accountabilities:

  • Ensure a positive customer experience by upholding Thomson Reuters’
    “Orange Chair” customer initiative
  • Respond to all calls within the SLA response times and be compliant with the documented process.
  • Resolve all calls within the SLA resolve times and be compliant with the documented processes.
  • Aim for first contact resolution of incident and service requests wherever possible
  • Manage calls referred to other team members
  • Provide timely call progress and updates to client
  • Ensure detailed recording of all paid hours and the number of chargeable hours to meet your personal target set which will be regularly reviewed.
  • Make a significant contribution to the documentation of Infinitylaw.
  • Make regular recommendations for improvements in processes.
  • Any other tasks as reasonably requested by your Manager.

Skills & Experience

  • A proven record of providing support in a complex software product to end users in a commercial environment
  • High standard of written communication skills
  • Accounting or bookkeeping qualification or relevant accounting experience
  • Familiarity and experience with Microsoft Word, Excel, Outlook, and Windows environment
  • Good numerical skills and problem-solving skills
  • Ability to learn and understand new software products with ease
  • Ability to write documentation of software and processes
  • Ability to deal with complex problems logically, gather all information required and find a solution in consultation with others when necessary
  • Innovative thinking and performance
  • Initiative
  • Ability to act with confidence and take responsibility for actions
  • Ability to apply business knowledge by understanding business drivers, products and services and by keeping up to date with market and industry trends
  • Ability to deliver analysis and decisions clearly and succinctly, in a way that recipients understand the intent and message
  • Excellent organisation, planning, and implementation skills
  • Ability to establish and maintain relationships with clients and colleagues
  • Ability to work individually and as part of a team
  • Honesty and integrity
  • Timeliness and ability to prioritize
  • Positive attitude to change
  • Attention to detail

Experience of the legal environment would be an advantage but not essential

At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences. With more than 25,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance - and their own.

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

We also make reas

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