Customer Service / Help Desk Specialist - Legal and Accounting

PCLaw | Time Matters
Markham, Ontario, Canada
Competitive salary
16 Sep 2020
18 Sep 2020
Job role
Are you a paralegal, bookkeeper, legal professional, or other type of professional with related skills who is seeking a career change?

Do you have a desire to grow your career within a high-performing culture and high-growth company? If you're someone who is highly motivated, you enjoy hands-on work, you're well organized, creative and efficient, with a high attention to detail...we want to hear from you!

At PCLaw | Time Matters™, we focus on only one thing - helping law firms around the world run the business of law more efficiently. With best-in-class on premise practice management software, we are innovating the way law firms track client data and manage billing, legal accounting, and trust accounting.

We are looking to grow our team with members who will help contribute to our company's core values. We really care about the work we do and the people we work with. We foster diversity, inclusiveness, talent and respect. We strive for excellence in everything we do. And we never ever give up!

Our company provides a challenging and rewarding work environment and we are always working to form the best team, with emphasis on lifelong learning and development.

We hope you'll join us on our journey to improve the business of law!

Customer Service / Help Desk Specialist - Markham, Ontario

What makes you successful in this role?

As a Customer Service / Help Desk Specialist, you will provide high quality customer support via Telephone and Chat to our financial accounting, practice management applications customers. You will also be expected to take full-lifecycle-ownership of customer issues, through to timely resolution.

Your responsibilities will include:
  • Navigating accounting software applications to troubleshoot issues and problems reported by the end users
  • Working in an inbound call queue, managing a high volume of calls and emails
  • Providing guidance in the use of our accounting software applications (i.e. installation, various functionalities and features)
  • Analyzing individual client workflow / processes, while applying company products and accounting knowledge, to assist in troubleshooting end-user issues and problems
  • Tracking issues through an internal ticket system
  • Performing testing of accounting software, providing feedback and other related projects as they arise

Skills and Abilities:
  • Achievement and resolution oriented with a strong commitment to providing an exceptional customer service experience
  • Able to analyze data, utilize problem-solving / troubleshooting skills, and provide the best possible solutions
  • Committed to continuous improvement while demonstrating ability as an independent learner
  • Able to maintain a high level of performance, while under strict time restraints, and within a fast-paced, ever-changing environment
  • Ability to work both independently and collaboratively within a team environment
  • Interpersonal and technical skills, as well as ability to learn / maintain up-to-date accounting knowledge, ensuring our clients have an excellent experience with our services and our software
  • Excellent verbal and written communication skills


What would we like for you to have?
  • 2+ years of legal or bookkeeping experience
  • 1+ year(s) of experience with technical analysis and troubleshooting
  • 2+ years of providing excellent customer service
  • Knowledge of computer software applications, hardware, and various operating systems, with an aptitude for learning new technology
  • Experience using legal technology and / or accounting practice management software
  • General understanding of accounting concepts; i.e.: General Ledger, Accounts Payable, and Accounts Receivable

  • Experience in a software support environment
  • Experience in an accounting software support environment
  • Experience with PCLaw, Time Matters, and / or LEAP practice management software


As a PCLaw | Time Matters™ team member, you'll become part of a quirky, fun-loving, relaxed environment. We play as hard as we work, while enjoying a competitive salary, medical, dental, and vision benefits, employee assistance programs, RRSP, tuition reimbursement, and much more. Not to mention additional perks like company-paid team events, pre-stocked refrigerators and snacks, and a great break-out gaming area! Come be a part of our team!

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, age, citizenship, color, religion, sex, marital status, national origin, disability status, gender identity or expression, protected veteran status, height, weight, or any other characteristic protected by law.

PCLaw | Time Matters™ recognizes institutions of higher education accredited by the Council for Higher Education Accreditation or equivalent.

*Third party submittals will not be considered for this opportunity.