Client Support Representative

Dye & Durham Corporation; Cape Town; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading legal solutions provider is seeking a Client Support Representative in Cape Town to manage complex customer inquiries and provide exceptional service. The ideal candidate will have a background in litigation and experience with Zendesk. Responsibilities include high-volume support requests, technical issue resolution, and document customization. Join us for competitive benefits such as healthcare, wellness programs, and professional training opportunities.

Benefits

Healthcare

Pension

Company discounts

Wellness programmes

Paid days off for volunteering

Qualifications

• Litigation experience preferred (law clerk or legal assistant training).
• Strong problem-solving and technical aptitude.
• Experience with Zendesk or similar CRM systems is an asset.

Responsibilities

• Handle high-volume inbound phone and email support requests.
• Provide guidance on platform usage, account inquiries, and troubleshooting.
• Resolve technical issues using available tools and knowledge base resources.
• Document all interactions, issues, and resolutions in Zendesk.

Skills

Litigation experience

Strong problem-solving

Experience with CRM (Zendesk)

Strong written and verbal communication

Desire for continuous learning

Tools

Zendesk

Job description

Client Support Representative

Department: Operations

Employment Type: Permanent - Full Time

Location: Cape Town - Foreshore

Reporting To: Team Lead, Client Support

Description

The Client Support Specialist provides support for complex customer inquiries, requiring a strong background in Litigation. This role handles a high volume of inbound requests, resolves customer inquiries, facilitates customization requests, and delivers exceptional service. CSRs ensure accurate documentation, follow established workflows, and contribute to strong customer satisfaction.

Key Responsibilities

Technical and Procedural Support

• Handle high-volume inbound phone and email support requests
• Provide guidance on platform usage, account inquiries, and troubleshooting
• Resolve technical issues using available tools, knowledge base resources, and standard procedures
• Identify defects, escalating, and provide clear case documentation (steps, evidence, outcomes)
• Accurately document all interactions, issues, and resolutions in Zendesk
• Liaise with other teams to drive resolution
• Communicate clearly and professionally using accurate litigation terminology

Document Customisation

• Intake, scope, and triage custom content requests; validate against jurisdictional litigation requirements.
• Mark‑up customer documents to prepare for coding, using knowledge of litigation forms and procedures.
• Define workflow steps and expected behaviour (prompts, outputs).
• Maintain detailed ticket notes, coordinate with Content and Account Management teams.
• Work with Account Management team to draft Statements of Work for customization projects.

QA

• Execute test cases and realistic scenarios across multiple Canadian jurisdictions
• Validate output accuracy (logic, formatting, dates/numbers, consistency)
• Test edge/negative cases (missing/invalid data)
• Coordinate with Content team if further work is required.

Other

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• Maintain internal and external documentation (Knowledgebase, Zendesk Macros)
• Contribute to workflow improvements, Zendesk process optimisation, and cross‑team initiatives/new rollouts
• Participate in continuous improvement initiatives and team training sessions.

Skills, Knowledge & Expertise

• Litigation experience preferred (law clerk or legal assistant training and experience)
• Strong problem‑solving and technical aptitude.
• Experience with Zendesk or similar CRM systems (asset).
• Strong written and verbal communication skills.
• Demonstrates a strong desire for continuous learning and professional growth, with a willingness to take on challenges beyond their comfort zone.

Other Contextual Information / Special Features

• Ability to work Canadian working hours (8 am to 8 pm ET / 3 pm to 3 am SAST)

Job 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 programmes, 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