Customer Support Consultant

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

Job summary

Dye & Durham Corporation seeks a Customer Support Consultant in Vancouver to be the first point of contact for clients using our legal software platforms. You will handle high volumes of inbound requests and provide guidance on platform usage and account inquiries.

The role involves documenting interactions in Zendesk, escalating complex issues, contributing to knowledge resources, and supporting order fulfilment. Prior CRM experience and comfort with a fast-paced environment are valued.

Qualifications

• Strong communication skills and customer focus.
• Basic troubleshooting and problem-solving ability.
• Experience with Zendesk or similar CRM systems.
• Prior customer support or legal industry experience (asset).
• Proficiency in Microsoft Office.

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

Communication skills

Customer focus

Troubleshooting

Fast-paced environment

Tools

Zendesk

Microsoft Office

Job description

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: $50K, dependent on assessment of skills during the interview process.