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About the Role

Provides timely, accurate, and seamless first-level support for LSO Connects, triaging user inquiries, educating users, and documenting solutions. Contributes to the knowledge base and flags issues requiring IT and BIOM attention.

Responsibilities

• Provides live support and guidance to external stakeholders using the Society's portal, LSO Connects.
• Assesses, triages, and resolves routine user issues by following established procedures and knowledge-base articles.
• Investigates issues by gathering information, replicating problems, reviewing user accounts, and researching solutions.
• Provides guidance on common web browser issues affecting LSO Connects access or usability.
• Answers support calls and responds to email inquiries promptly, scheduling meetings for further troubleshooting.
• Follows up with users to confirm issue resolution or implementation of workarounds.
• Liaises with operational departments to clarify information, validate data, or identify business-process-related causes of issues.
• Escalates issues requiring specialized technical expertise to BIOM, IT, or other appropriate teams, acting as the primary liaison with the user.
• Creates Helpdesk tickets, logs defects and enhancement requests in Azure DevOps (ADO), and maintains detailed records.
• Contributes to the creation of end-user documentation for the public website.
• Maintains the knowledge base by creating new articles or updating existing ones.
• Contributes to and shares FAQs and job aids for internal staff supporting LSO Connects users.
• Participates in system demonstrations and meetings, and reviews communications to stay informed.
• Reviews support logs to identify themes and provides feedback on potential bugs or enhancements.
• Researches, diagnoses, and resolves LSO Connects issues using established procedures and resources.
• Replicates reported issues and performs testing in UAT and Development environments.
• Identifies system defects, configuration issues, security concerns, or enhancement requirements and documents findings for escalation.
• Monitors known bugs and enhancements in Azure DevOps (ADO).
• Meets regularly with the Change & Support Services team to share knowledge and discuss trends.
• Meets weekly with the Manager to discuss recurring issues, trends, and user experience concerns.
• Collaborates with BIOM and IT staff to investigate complex issues.
• Supports onboarding and peer mentoring of new team members.

Requirements

• Requires completion of a 2-year college program 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 an external-facing application.
• Requires professional knowledge in providing technical support 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.
• Requires customer service skills.
• Requires analytical and problem-solving skills.
• Requires interpersonal, oral, and written communication, and presentation skills.
• Requires organizational and multitasking skills with attention to detail.

Skills

• LSO Connects
• D365
• MS Dynamics 365
• CRM
• Microsoft Office Suite / 365
• Azure DevOps (ADO)
• Customer service
• Analytical skills
• Problem-solving skills
• Interpersonal skills
• Oral communication skills
• Written communication skills
• Presentation skills
• Organizational skills
• Multitasking skills
• Attention to detail

Location

• Osgoode Hall

Work Type

• Full-time

Experience Level

• Minimum 2 years of experience

Education Level

• 2-year college program in Business, Computer Science, or a related discipline

Benefits

• Defined contribution pension plan
• Health and dental benefits plan
• Robust Employee and Family Assistance Plan (EFAP)

About the Company

• 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 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 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.

Equal Opportunity

• The Law Society of Ontario values and respects diversity. We are committed to creating an accessible, barrier-free and inclusive workplace in compliance with the Accessibility for Ontarians with Disabilities Act (AODA).
• Please make any requirement you may have for accommodation during the recruitment process known when contacted.
• If you are unable to apply to this position due to the requirement for an accommodation of any kind, please email us at hr@lso.ca or call 416-947-3475.
• The Law Society of Ontario does not use Artificial Intelligence (AI) tools to screen, assess, or select applicants during the hiring process at present.