LSO Connects Representative (6 Month Contract)

Law Society of Ontario•Toronto, ON

2d•CA$54,315 - CA$64,500•Onsite

About The Position

At Law Society of Ontario we believe in the importance of a collaborative and supportive work environment that provides high quality and professional service to the public, lawyers and paralegals, and other stakeholders. We are always on the lookout for exceptional individuals who are ready to make a meaningful impact, innovate and grow with us. Our offering: We value each member of our team and invest in your professional learning and development. We provide access to the resources needed to support professional growth , mental health and well-being is a priority. Our competitive compensation package includes a defined contribution pension plan, health and dental benefits plan and a robust Employee and Family Assistance Plan (EFAP). Our progressive employment policies, high levels of employee engagement and the impressive architecture and beautiful grounds of the historic Osgoode Hall, there are many reasons to work at the Law Society. We hope you will consider joining the Law Society!

Requirements

Requires completion of a 2 year college program (in a specialized / technical / trade discipline) in Business, Computer Science, or a related discipline.
Requires a minimum of 2 years of experience in providing live user support and triaging issues for external facing application.
Experience providing technical supporting to end users, including the public.
Requires proficiency in Microsoft Office Suite / 365 (Word, Excel, PowerPoint, etc.).
Requires familiarity with MS Dynamics 365, including customer relationship management (CRM) solutions.
Customer service skills
Analytical and problem-solving skills
Interpersonal, oral, and written communication, and presentation skills
Organizational and multitasking skills with attention to detail

Responsibilities

Provides timely, accurate, and seamless first level support on the use and navigation of LSO Connects to users.
Triages and provides rapid responses to user inquiries and educate users.
Logs inquiries and responses, documents solutions and workarounds, contributes to LSO Connects knowledge base, and flag issues and themes that require the attention of IT and BIOM.
Provides a range of live support and guidance to external stakeholders (licensees, candidates, and members of the public) using the Society's portal, LSO Connects (D365 solution).
Assesses, triages, and resolves routine user issues by following established support procedures, knowledge-base articles, and troubleshooting guides. Typical issues include navigation difficulties, login problems, browser-related issues, error messages, document upload issues, and other user-access or usability concerns.
Investigates issues by gathering information, replicating reported problems, reviewing user account information, conducting testing in approved environments, and researching known solutions or workarounds.
Provides guidance and support on common web browser issues that affect the user's ability to access or use LSO Connects, including cache, cookies, browser settings, compatibility, and related user-environment issues.
Answers support calls and responds to email inquiries in a timely manner and schedules Teams meetings when additional troubleshooting or screen-sharing support is required.
Follows up with users to confirm that issues have been resolved or that an appropriate workaround has been implemented.
Liaises with operational departments to clarify stakeholder information, validate data, or identify business-process-related causes of issues and communicate approved workarounds to users.
Escalates issues that require system configuration changes, application fixes, account merges, security investigations, data corrections, or other specialized technical expertise to Business Innovation and Operations Management (BIOM), Information Technology (IT), or other appropriate teams, while acting as the primary liaison with the user throughout the resolution process.
Creates Helpdesk tickets, logs defects and enhancement requests in Azure DevOps (ADO), and maintains detailed records of inquiries, troubleshooting activities, solutions, and outcomes
Contributes to the creation of end-user documentation that is posted on our public website.
Maintains knowledge base, creating new articles or updating existing ones to ensure it is a comprehensive and current resource for team members who support end users.
Contributes to and shares Frequently Asked Questions (FAQs) and other job aids for staff supporting LSO Connects users in other departments.
Participates in system demonstrations and meetings, and reviews communication to remain abreast of enhancements and emerging issues.
Reviews support log to identify themes emerging from user issues and provides feedback to the Manager, Change & Support Services on potential bugs or enhancements related to the user experience, technology performance, or other systems issues.
Researches, diagnoses, and resolves issues that fall within the LSO Connects scope by applying established procedures, reviewing knowledge resources, researching vendor or browser documentation, and testing potential solutions or workarounds.
Replicates reported issues and performs testing in UAT and Development environments to determine whether issues are caused by user actions, browser settings, known defects, or application functionality.
Identifies situations where investigation indicates a system defect, configuration issue, security concern, or enhancement requirement and documents findings for escalation to the appropriate technical team.
Monitors known bugs and enhancements in Azure DevOps (ADO) to stay current on issues, fixes, and workarounds affecting users
Meets regularly (bi-weekly or more frequently if needed) with the Change & Support Services team to share knowledge, discuss trends, and promote consistent support practices.
Meets weekly, or more frequently as needed, with the Manager to discuss recurring issues, emerging trends, user experience concerns, and matters requiring management intervention.
Collaborates with BIOM and IT staff to investigate issues that cannot be resolved through established troubleshooting processes and acts as the primary point of contact with users during escalation and resolution activities.
Maintains comprehensive support logs to support knowledge sharing, issue tracking, trend analysis, and future troubleshooting efforts.
Supports onboarding and peer mentoring of new team members