Client Support Representative at Dye & Durham Corporation

• 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 fulfilment 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 & Expertise

• 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). 
• Strong problem-solving skills and technical aptitude. 
• Excellent verbal communication, providing clear guidance to clients. 
• Ability to multitask and prioritise in a fast-paced environment. 
• Self-motivated and proactive, with a desire to grow and improve. 
• Team player who collaborates effectively with colleagues. 
• Be comfortable working hours to match the Canadian time zone.