Client Support Representative

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.