Product Support Assistant Chelmsford, England
Job description
Kennedys are looking for a Product Support Assistant to join our IT team and focus on providing in depth 1st line support and guidance on Kennedys key legal applications, covering case management and extranets. Working closely with internal & external customers to resolve queries and ensure user satisfaction.
Team
Kennedys IT is responsible for the maintenance of IT systems and security across the firm, including its portfolio of managed bespoke and off-the-shelf applications. This role will work across all IT functions and, in the case of broader projects, occasionally with other teams within the firm.
The majority of the global IT team are in London and Chelmsford, although some staff are based in other UK and non-UK offices. As a team which provides truly global service, the team are used to working remotely.
Key Responsibilities
- Provide support for Kennedy's case management solution, including troubleshooting, resolving "how do I" questions, and handling general workflow and data capture queries
- Dealing with queries from internal users and, when appropriate, clients on the use of Kennedys extranet systems
- Support for and occasional administration of Kennedys data rooms
- Act as a liaison between customers and internal teams, effectively communicating user needs and concerns to the appropriate teams
- Collaborate with Kennedys cross functional teams to identify product issues.
Required experience
- Experience working in a customer or product support role
- Experience with legal systems, including case management
- Familiarity with workflow tools and understanding of data capture and how that fits within business processes
- Ability to learn new systems quickly
- Ability to communicate effectively across organisational and technical boundaries, understanding the context. You can advocate and communicate what a team does to create trust and authenticity. You know how to successfully react and respond to challenge
- Demonstrated ability to manage multiple tasks and priorities in a fast-paced environment
- Working with technical teams covering Infrastructure, Development, Training, Product management.
About Kennedys
Kennedys is a global law firm with expertise in dispute resolution and advisory services. With over 2,400 people worldwide across 44 offices in the UK, Europe, Middle East, Asia Pacific and America we have some of the most respected legal minds in their field.
Our lawyers handle both contentious and non-contentious matters, and provide a range of specialist legal services, for many industry sectors but we have particular expertise in litigation and dispute resolution, especially in defending insurance and liability claims.
We're a fresh-thinking firm, and we're not afraid to bring challenging new perspectives to the table way beyond the traditional realm of legal services. We empower our clients with a diverse range of ideas, tools and technology to make their lives easier, as well as delivering exceptional results, every time.
What do we have to offer?
We welcome high-performing lawyers, business services professionals, secretaries, graduates and apprentices to join our rapidly expanding global firm. Whatever your role at Kennedys, you'll be involved in exciting and stimulating work, where your input will make a difference.
Our culture and values form a big part of who we are and we take them seriously. We make a difference by being approachable,straightforward, supportive and distinctive. Our values are at the core of who we are and what make us a great firm to work with and for.
We develop careers in an innovative and collaborative global environment, with our values at the core. We believe that supporting individual growth and development puts us in the best position to attract and retain talented individuals. Regardless of role or level, everyone has access to virtual learning to help you develop your skills, wherever you are in the world. A variety of other exciting opportunities are available including secondments to clients and our global offices as well as a comprehensive benefits package (details are available upon request).
We've created a culture based on client service, professional excellence, hard work and trust. We deeply value the relationships we build with our clients and we know that they value our warm, friendly human approach. We are here to provide answers, recommendations, strategy and tactics.
Kennedys is an equal opportunities employer and is committed to ensuring our recruitment processes are as inclusive as possible. We expect all employees to be aware of and comply with all relevant policies and procedures within their jurisdiction, including those relating to Information Security, Data Protection and Quality Management, refer any breach promptly to Risk & Compliance and to complete all mandatory training when requested.
