Cole Valley Software is the creator of ContactEase CRM for law, accounting and professional services firms.  It provides firms with robust tools to manage their contacts, pipeline, mailing lists and events while providing business analytic reporting with the option of integration with accounting and other systems.  ContactEase CRM is used by over 250 law and accounting firms, with 16,000+ users worldwide.

At this time, we have an opening on our team for a Technical Support Specialist.

Please send a letter of interest, salary requirements and your resume to Paul Sawchuk, Director of Support & Technology at psawchuk@colevalley.com.  

Technical Support Specialist

Summary:

Technical Support Specialist will be required to provide on-going Level 1 and Level 2 service desk support, and perform project work associated with integrations and database conversions. This position participates in planning meetings, coordinates installation and configuration of proprietary ContactEase systems, assists clients with preparing their local IT environments, and provides support to clients post implementation. The role requires a broad knowledge of hardware environments and software components, combining elements of a technical services support technician and service desk analyst.  The appropriate candidate will have strong customer service skills and use their technical expertise to take ownership of projects and support tickets to see them through to resolution. 

Responsibilities:

    • Provide superior customer service to our client and partner base
    • Regularly interact with client technical and marketing staff using timely and impeccable communication
    • Monitor and respond to client inquiries and support requests via phone, email, web, etc. (Levels 1 & 2)
    • Install and configure proprietary company software in client environments, including installation of required MS-SQL databases
    • Troubleshoot, configure and provide solutions to diverse technical issues associated with supporting proprietary company and third-party software, desktop and server operating systems, email servers, web servers, database servers, virtual desktops, terminal servers and network topologies
    • Maintain detailed documentation on implementation processes, client interactions and incident reports in FreshDesk
    • Maintain the technical support knowledge base
    • Provide support & training to both clients and internal company staff
    • Meet or exceed IT support productivity standards and metrics
    • Proactively identify opportunities for improvement and present to the team for review and approval
    • Provide timely status updates to users and management
    • Participate in planning sessions with project managers and clients

Qualifications:

    • Minimum of Bachelor’s degree in computer-related field, or equivalent professional work experience of 3+ years with heavy telephone support
    • Experience with IT management support/ticketing tools, such as FreshDesk
    • Experience installing, configuring and troubleshooting MS-Windows (7 to current)  
    • Experience installing, configuring and troubleshooting MS-Windows Server OS (2008 to current)
    • MS-Office experience (including Office365), with emphasis on advanced features of MS-Outlook (2010 to current)
    • Proven knowledge and applied experience with troubleshooting techniques
    • Experience installing and configuring MS-Exchange
    • Experience installing and configuring software in a virtual desktop environments (VDI)
    • Experience installing and configuring software in a Citrix/Windows Terminal Server/RDS environment(s)
    • Experience installing, configuring and troubleshooting Microsoft IIS
    • Experience installing, configuring and troubleshooting MS-SQL Server

Success Factors:

    • Superb customer service skills
    • Clear and concise verbal and written communication
    • Excellent organizational and time management skills (ability to multitask/prioritize)
    • Ability to take initiative, ownership, and accountability
    • Ability to telecommute and work with a geographically distributed team
    • Strong team player that is also able to work autonomously
    • Ability to collaborate with internal and external stakeholders

Preferred Experience:

    • CRM experience a plus
    • Experience working in a law firm or professional services environment a plus

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