Client Support Representative

Dye & Durham; Vancouver; On-site; CAD 45,000 - 75,000; Full time

Job summary

An established industry player is seeking motivated individuals to join their Client Support team, delivering exceptional service for legal software solutions. In this role, you will handle a high volume of inquiries, troubleshoot technical issues, and assist clients with transactions. The ideal candidate will possess strong problem-solving skills, technical aptitude, and experience with CRM platforms like Zendesk. This company values growth and offers various training opportunities, competitive salaries, and a comprehensive benefits package, including healthcare and wellness programs. If you're eager to take ownership of your role in a fast-paced environment, this is the perfect opportunity for you.

Benefits

Healthcare

Pension

Company discounts

Wellness programs

Paid days off for moving or volunteering

Qualifications

• Strong problem-solving skills and technical aptitude are essential.
• Experience with legal software and CRM platforms is highly desired.

Responsibilities

• Handle inbound requests and provide expert platform support.
• Troubleshoot technical problems and document customer interactions.
• Contribute to documentation and improve service delivery processes.

Skills

Problem-solving skills

Technical aptitude

Verbal communication

Multitasking

Self-motivated

Team collaboration

Experience with Zendesk

Microsoft Office proficiency

Legal industry experience

Experience with legal software

Tools

Zendesk

Microsoft Office

Job 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

1. 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.
2. Troubleshoot technical problems related to our legal software, coordinating with our Technical, Product, and Customer Success teams.
3. Accurately document customer interactions, issues, and resolutions in the ticketing system.
4. Provide guidance on platform usage, order submissions, and troubleshooting, while promoting self-service resources.
5. Assist with order fulfillment as needed.
6. Contribute to and update our documentation library for new products, services, and workflows.
7. Participate in initiatives to improve service delivery and processes across the department.

Skills, Knowledge and Expertise

1. Strong problem-solving skills and technical aptitude.
2. Excellent verbal communication, providing clear guidance to clients.
3. Ability to multitask and prioritize in a fast-paced environment.
4. Self-motivated and proactive, with a desire to grow and improve.
5. Team player who collaborates effectively with colleagues.
6. Experience with Zendesk or similar CRM platforms.
7. Proficiency in Microsoft Office (Excel, Word, Outlook).
8. Legal industry experience highly desired (corporate or real estate).
9. Experience with legal software, particularly practice management or due diligence (highly desired).

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.