Current Openings 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. 
   

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• The Facilities Coordinator is responsible for providing facilities support services regionally in Cape Town, ensuring a positive visitor and employee experience and the consistent implementation of D&D Facilities policies, processes, and programs.

Key Responsibilities

• Manages physical security protocols, applications and audits for Cape Town Offices and ensure compliance with governing guidelines.
• Manages physical security access for the site, including activation, deactivation of security passes as required for all staff, vendors & visitors at the site. 
• Acts as first point of contact for security, property management and vendors
• Coordination of processes for incoming/outgoing courier packages for the office including incoming mail
• Support visiting ELT and guests while visiting the Cape Town office.
• Manages and maintains Boardroom(s) bookings for ELT/SLT meetings including catering
• Manages Facilities support tickets and Reception email inbox
• Manages facilities projects, including coordination and oversight of external vendors. 
• Managing the Inventory of office supplies, stationary and janitorial supplies 
• Conducts & assists with compliance auditing & reporting requirements as necessary
• Coordinates with Building Operations, Property Management for general repairs and maintenance of facility.
• Supports office efficiencies and support services: Facilities contractors, vendors, HVAC, cleaning, staff lounge equipment, office/furniture repairs and approving non-IT supply requisitions.
• Responsible for coordinating and supporting the development of life safety/evacuation procedures, health & safety team and onsite first aid requirements 
• Performs regular site inspections and equipment audits as required
• Collaborates with IT support and HR and social committee teams 
• Works closely with Global Dir regarding site planning, layouts and implementing of renovations or office improvement projects 
• Achieves financial and lease objectives by supporting leasing strategies, annual budgets, scheduling expenditures, analyzing variances, and initiating corrective actions.
• Manage historical retention, protection, retrieval or disposal of historical records in Cold Storage.
• Contributes to team goals and objectives by accomplishing related results as needed.
• Live and promote our Company’s core values when dealing with employees, clients and other business stakeholders to continue to grow our culture.
• Supports the ordering, management and replenishment of coffee, coffee machines and food vendors. 
• Supports the health & safety committee groups and is a contributing member of the Fire Warden training and first aid team. 
• Other duties as assigned.

Skills, Knowledge and Expertise

• Min 5+ years in facilities/office coordination within in a corporate office environment
• Reception, customer support services and event catering experience and or a combination of experience is highly desirable (or equivalent combination of education or work experience)
• Must have excellent communication, interpersonal, and problem-solving skill sets
• Ability to manage and execute projects and work schedules independently  
• Must have a strong desire to put customers and staff first. 
• Must be organized, detail-oriented, and be able to multi-task and work well under pressure.
• Be proficient with MS Office products, (Word, Excel, Teams, Project and Power point)
• Must be able to work as part of a team as well as be capable of working independently when required.
• Health & Safety, and First Aid experience an asset 
• Ability to read/understand floor plans/ architectural drawings an asset.

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• This position is within the Unity Practice Management Support team. Our software is designed to relieve the administrative burden that all legal practices are faced with, thus enabling staff to be more productive. Attorneys will have more time to practice law; and their practices should be more profitable utilising our integrated matter management, financial administration and document management software. 

Key Responsibilities

• Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.  
• Attend to bookkeeping related client tickets and answer telephone calls. 
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.  
• Gather customer’s information and determine the issue by evaluating and analysing the symptoms.  
• Attending to ad hoc software issues and problems i.e. financial catch ups, financial clean ups, general accounts and case management queries.  
• Research required information using available resources.  
• Identify and escalate priority issues as per client specifications, following standard procedures. 
• Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business.  
• Follow up and make scheduled call-backs to customers where necessary. Stay current with system information, changes and updates.  
• Maintain good relationships with clients.  
• Update time and notes on internal CRM system(Zendesk). 

Skills, Knowledge & Expertise

• Experience in a customer service/call centre role.  
• Experience in accounting support environment with basic bookkeeping knowledge would be beneficial 
• Ability to effectively communicate verbally and in writing.  
• Knowledge of customer service principles and practices. 
• Proper phone etiquette and effective listening skills.  
• Must be organised and have multitasking capabilities.  
• Proficiency in Microsoft Office, specifically Outlook, Word and Excel.  
• Good understanding of computer operating system (i.e Windows/Mac/Linux) and SQL  
• Willingness to cooperate with others and work to the greater good.  
• Great attention to detail.  
• Must be eligible to work in South Africa or hold valid work permit. 
• Must be comfortable working to accommodate UK hours.

Nice to Have(s) 

• Legal trust accounting experience advantageous. 
• Financial tertiary qualifications. 
• Legal experience advantageous. 
• Valid driver’s license and own reliable transport advantageous. 
• Batch scripting and Powershell would be advantageous