Customer Support Consultant

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

Benefits offered by this job

Healthcare

Pension

Company discounts

Wellness programs

Paid days off to move house or donate

Job summary

Dye & Durham Corporation is seeking a Customer Support Consultant to be the first point of contact for customers using our legal software platforms. You will handle a high volume of inbound requests, document interactions, and deliver exceptional service.

The role focuses on guiding platform usage, resolving basic issues, and contributing to knowledge resources while supporting order fulfilment and continuous improvement.

Qualifications

• Strong communication skills and customer focus.
• Basic troubleshooting and problem‑solving ability.
• Ability to work in a fast-paced, high-volume environment.

Responsibilities

• Handle high-volume inbound phone and email support requests.
• Provide guidance on platform usage, order submissions, account inquiries, and troubleshooting.
• Resolve basic technical issues using available tools, knowledge base resources, and standard procedures.
• Accurately document all interactions, issues, and resolutions in Zendesk.
• Escalate complex technical issues to Team Lead.
• Contribute to internal and client-facing documentation and knowledge resources.
• Assist with order fulfilment when required.
• Participate in continuous improvement initiatives and team training sessions.

Skills

Strong communication

Customer focus

Problem solving

Tools

Zendesk

Microsoft Office

Job description

Dye & Durham, a leading global provider of cloud–based software and technology solutions, provides critical information services and workflows used by clients all over the world to manage their process, information, and regulatory requirements. The company is focused on an unwavering commitment to customer excellence and to the personal and professional growth of its employees. It offers rewarding opportunities for those with legal, tech, financial services and government relations expertise. With clients that include major law firms, financial service institutions and government organizations in Canada, the United Kingdom, Ireland, South Africa and Australia, a fulfilling career awaits you at Dye & Durham.

The Customer Support Consultant is the first point of contact for customers seeking support on our legal software platforms. This role handles a high volume of inbound requests, resolves basic inquiries, and delivers exceptional service. Customer Support Consultants ensure accurate documentation, follow established workflows, and contribute to strong customer satisfaction.

Key Responsibilities

• Handle high-volume inbound phone and email support requests.
• Provide guidance on platform usage, order submissions, account inquiries, and troubleshooting.
• Resolve basic technical issues using available tools, knowledge base resources, and standard procedures.
• Accurately document all interactions, issues, and resolutions in Zendesk.
• Escalate complex technical issues to Team Lead.
• Contribute to internal and client-facing documentation and knowledge resources.
• Assist with order fulfilment when required.
• Participate in continuous improvement initiatives and team training sessions.

Skills, Knowledge and Expertise

• Strong communication skills and customer focus.
• Basic troubleshooting and problem‑solving ability.
• Ability to work in a fast-paced, high-volume environment.
• Experience with Zendesk or similar CRM systems (asset).
• Prior customer support or legal industry experience (asset).
• Proficiency in Microsoft Office.

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.

In line with the amended Employment Standards Act 2000, the salary for this role is: $50K, dependent on assessment of skills during the interview process.

#DDhp

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

At Dye & Durham, we are fortunate to connect with exceptional talent across our business.