Client Support Representative

Dye & Durham Corporation; Vancouver; On-site; CAD 45,000 - 65,000; Full time

Job summary

A leading legal software provider is seeking a Client Support Representative in Vancouver to join their team. This role involves providing exceptional service and expert support for legal software solutions. The ideal candidate should possess strong problem-solving skills, prior customer support experience, and be proficient with tools like Zendesk and Microsoft Office. The position offers a competitive salary and a range of benefits to foster personal and professional growth.

Benefits

Healthcare

Pension

Company discounts

Wellness programs

Paid days off for volunteering

Qualifications

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

Responsibilities

• Handle a high volume of inbound phone and email requests.
• Troubleshoot technical problems related to legal software.
• Accurately document customer interactions in the ticketing system.
• Provide guidance on platform usage and troubleshooting.
• Assist with order fulfillment as needed.
• Contribute to and update documentation library.
• Participate in initiatives to improve service delivery.

Skills

Strong problem-solving skills

Excellent verbal communication

Ability to multitask and prioritize

Self-motivated and proactive

Team player

Prior customer support experience

Experience with Zendesk or similar CRM platforms

Proficiency in Microsoft Office

Legal industry experience

Experience with legal software

Tools

Zendesk

Microsoft Office

Job description

Client Support Representative

Department: Operations

Employment Type: Permanent - Full Time

Location: Vancouver

Reporting To: Manager, Customer Service

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

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.