Client Support Representative

Dye & Durham Corporation; Toronto; On-site; CAD 45,000 - 55,000; Full time

Job summary

A dynamic technology company in Toronto is seeking a Client Support Representative to join their team. The successful candidate will provide platform support for legal software solutions, handle client inquiries, and troubleshoot technical issues. This role requires excellent communication skills, a proactive approach, and the ability to multitask in a fast-paced environment. The position offers a competitive salary and comprehensive benefits including healthcare and training opportunities.

Benefits

Healthcare benefits

Pension plan

Company discounts

Wellness programs

Paid days off for volunteering

Qualifications

• Prior customer support experience required.
• Experience in the legal industry preferred.
• Familiarity with legal software especially practice management.

Responsibilities

• Handle inbound phone and email requests.
• Troubleshoot technical problems related to legal software.
• Document customer interactions in the ticketing system.
• Provide guidance on platform usage and troubleshooting.
• Assist with order fulfillment as needed.
• Contribute to documentation library updates.
• Participate in service delivery improvement initiatives.

Skills

Problem-solving skills

Verbal communication

Multitasking

Proactivity

Team collaboration

Tools

Zendesk

Microsoft Office

Job description

Client Support Representative

Department: Operations

Employment Type: Permanent - Full Time

Location: Toronto

Reporting To: Client Support Supervisor

Compensation: $45,000 - $55,000 / year

Description

Join our Client Support team to deliver exceptional service and expert platform support for our legal software solutions, including practice management and due diligence platforms. We\'re looking for motivated individuals who thrive in a fast-paced environment and are eager to take ownership of their role.

Key Responsibilities

• Handle a high volume of inbound phone and email requests, providing expert platform support for multiple products, resolving issues, and assisting clients in completing transactions.
• Troubleshoot technical problems related to our legal software, coordinating with our Technical, Product, and Customer Success teams.
• Accurately document customer interactions, issues, and resolutions in the ticketing system.
• Provide guidance on platform usage, order submissions, and troubleshooting, while promoting self-service resources.
• Assist with order fulfillment as needed.
• Contribute to and update our documentation library for new products, services, and workflows.
• Participate in initiatives to improve service delivery and processes across the department

Skills, Knowledge & Expertise

• Strong problem-solving skills and technical aptitude.
• Excellent verbal communication, providing clear guidance to clients.
• Ability to multitask and prioritize in a fast-paced environment.
• Self-motivated and proactive, with a desire to grow and improve.
• Team player who collaborates effectively with colleagues.

Preferred Qualifications

• Prior customer support experience.
• Legal industry experience (corporate or real estate).
• Experience with legal software, particularly practice management or due diligence.
• Experience with Zendesk or similar CRM platforms.
• Proficiency in Microsoft Office (Excel, Word, Outlook).

Job Benefits

At Dye & Durham we strive to be visionaries! As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering internal and external training opportunities. We offer competitive salaries and a whole host of benefits including healthcare, pension, company discounts, wellness programs, and paid days off to move house or volunteer for your favourite charity.

Do you share our DNA?

• We ask how tomorrow can be better than today
• We are passionate about solving our customer's challenges
• Our ideas break boundaries
• We value different perspectives and encourage dialogue
• We take ownership and celebrate together