Customer Support Consultant

Job summary

Act as the first point of contact for legal software support via phone and email. Resolve basic technical inquiries, document interactions in Zendesk, and escalate complex issues to the Team Lead.

Job details

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

What you’ll do

Act as the first point of contact for legal software support via phone and email. Resolve basic technical inquiries, document interactions in Zendesk, and escalate complex issues to the Team Lead.

Requirements

Requires strong communication skills and the ability to work in a fast-paced environment. Experience with Zendesk, CRM systems, or the legal industry is considered an asset.

Benefits

• Internal And External Training Opportunities • Healthcare • Pension • Company Discounts • Wellness Programs • Paid Days Off To Move House • Paid Days Off To Volunteer

Listed skills

• Problem solving · Preferred
• Microsoft Office · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Communication Skills
• Customer Focus
• Troubleshooting
• Problem-solving
• Zendesk
• CRM Systems
• Microsoft Office
• Order Fulfilment

Job areas

• Customer Service & Support
• Legal
• Software
• Technology