Client Support Representative

3 months ago

Cape Town, South Africa Dye & Durham Full time
DescriptionJoin 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. 


Job BenefitsAt 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.  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 
Dye & Durham is a global leader in legal technology. The company’s three categories of integrated solutions – practice management, data insights and due diligence, and client onboarding – give solicitors the essential tools they need to run their firms, from client acquisition to case management and legal accounting, and everything in between.  

Trusted by thousands of legal practitioners globally, Dye & Durham helps law firms achieve more growth with less effort. 

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