Customer Support Consultant

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.

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