Customer Support Consultant

Résumé du poste

The Customer Support Consultant acts as the primary point of contact for legal software users, handling high-volume inbound inquiries via phone and email. They are responsible for troubleshooting technical issues, documenting interactions in Zendesk, and assisting with order fulfillment.

Détails du poste

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

Ce que vous ferez

The Customer Support Consultant acts as the primary point of contact for legal software users, handling high-volume inbound inquiries via phone and email. They are responsible for troubleshooting technical issues, documenting interactions in Zendesk, and assisting with order fulfillment.

Exigences

Candidates should possess strong communication skills, a customer-focused mindset, and basic troubleshooting abilities. Prior experience in customer support or the legal industry, along with proficiency in Microsoft Office and CRM systems, is considered an asset.

Avantages

• Healthcare • Pension • Company discounts • Wellness programs • Paid days off • Training opportunities

Compétences indiquées

• Customer support · Souhaitée
• Résolution de problèmes · Souhaitée
• Troubleshooting · Souhaitée
• Microsoft Office · Souhaitée
• CRM Systems · Souhaitée
• Communication Skills · Souhaitée

Autres compétences pertinentes

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Customer support
• Communication skills
• Troubleshooting
• Problem-solving
• Zendesk
• CRM systems
• Microsoft Office
• Legal industry knowledge
• Technical Issues
• Workflow Management
• Technology Solutions
• Computing Platforms
• Customer Support
• Customer Relationship Management
• Customer Service
• Communication
• Continuous Improvement Process
• Financial Services
• Lobbying
• Leadership
• Team Leadership
• Troubleshooting (Problem Solving)

Domaines d’emploi

• Customer Service & Support
• Software
• Legal
• Technology
• Customer Support Consultant
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives