Client Support Representative (12 months FTC)

Dye & Durham Corporation; Toronto; On-site; CAD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Client Support Representative to join their dynamic team. This role involves delivering exceptional service and expert support for innovative legal software solutions. The ideal candidate will thrive in a fast-paced environment, handling inbound requests, troubleshooting technical issues, and contributing to a collaborative team atmosphere. With a focus on continuous improvement and customer satisfaction, this position offers a unique opportunity to grow within a visionary company that values diverse perspectives and encourages professional development. If you're passionate about solving challenges and eager to make a difference, this role is for you.

Benefits

Healthcare

Pension

Company discounts

Wellness programs

Paid days off for volunteering

Qualifications

• Strong problem-solving skills with technical aptitude are essential.
• Prior experience in customer support and legal industry is preferred.

Responsibilities

• Handle inbound requests and provide expert platform support.
• Troubleshoot technical issues and document customer interactions.
• Assist with order fulfillment and improve service delivery.

Skills

Problem-solving skills

Verbal communication

Multitasking

Self-motivated

Team collaboration

Education

Prior customer support experience

Legal industry experience

Experience with legal software

Experience with Zendesk

Proficiency in Microsoft Office

Tools

Zendesk

Microsoft Office

Job description

Client Support Representative (12 months FTC)

Department: Customer Operations

Employment Type: Fixed Term - Full Time

Location: Toronto

Reporting To: Client Support Supervisor

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.

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).

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.