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.
Job Description:
The Support Consultant ensures that clients using the Practice Management System (PMS) can effectively perform their roles by providing first-line, reactive support across General/Product, and
Technical areas. The role involves resolving client queries, maintaining system integrity, and escalating complex issues to senior team members or Team Leads. By doing so, the role supports law firms in maintaining compliance, operational efficiency, and business continuity, while delivering high-quality service and contributing to the knowledge and capability of the broader support team. The position is primarily remote; however, attendance in-office may be required based on operational needs. The role forms part of a Canada support operation, requiring the ability to work South African time equivalent: 2:00 p.m. to 2:00 a.m. SAST, covering Canadian business hours (8:00 a.m. to 8:00 p.m. ET).
- Consultants are expected to observe Canadian public holidays when supporting clients in Canada.
- Occasional after-hours or weekend work may be required to resolve urgent support cases.
- Consultants must adapt to platform updates, system changes, and evolving processes, and participate in team training, cross-skilling, and knowledge-sharing initiatives.
- Strict adherence to internal processes, data protection policies, and support protocols is required to ensure consistent service quality.
Key Responsibilities:
- Provide guidance on day-to-day system navigation and usage.
Resolve standard “how-to” queries and basic system errors, including login, syncing, or display issues.
- Assist clients with workflow processes, Microsoft integrations, and billing-related tasks.
- Maintain accurate documentation of all interactions and resolutions in Zendesk.
- Technical Support:
Identify and escalate technical issues affecting system integrity or data.
- Assist with system integrations, data restoration, and configurations where appropriate.
- Support testing, troubleshooting, and escalation of system bugs to senior or technical teams.
- Client Engagement & Service
- Deliver professional and courteous support to clients via phone, email, or other communication channels.
- Take ownership of client queries and follow up to ensure timely resolution.
- Contribute to knowledge sharing by documenting solutions, FAQs, and process updates.
- Participate in team training sessions and continuous improvement initiatives to enhance service quality.Compliance & Process Adherence
- Follow established support processes and escalation workflows accurately.
- Ensure all client interactions are documented in accordance with internal standards.
- Identify opportunities for process improvements and share insights with Team Leads.
Skills, Knowledge & Expertise
Mandatory:
- Practice Management System (PMS) Experience: Ability to navigate and support clients on PMS platforms.
- Customer Service Skills: Strong verbal and written communication, professional phone etiquette, and ability to manage client expectations.
- Problem Solving & Troubleshooting: Ability to identify, analyse, and resolve client queries, following defined processes.
- Technical Proficiency: Competent with Microsoft Office (Word, Excel, Outlook) and familiarity with CRM/support ticketing systems (Zendesk preferred).
- Attention to Detail & Accuracy: Ensures precise data entry, correct financial information, and adherence to internal processes.
- Time Management & Multitasking: Ability to prioritise tasks in a fast-paced environment while meeting SLAs.
- Team Collaboration: Works effectively with peers, Team Leads, and cross-functional teams.
- Desirable:
- Legal Sector Knowledge: Understanding of conveyancing or litigation processes.
- Advanced PMS or Technical Skills: Experience with system configurations, integrations (e.g., Outlook, Microsoft 365), or basic SQL/database queries.
- Experience with Reporting: Ability to assist with financial reporting or reconciliation queries.
- Continuous Improvement Mindset: Actively contributes to process enhancements, knowledge sharing, or training initiatives.
- Customer Support Experience: Prior experience in law firm support or client-facing service roles
Job 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.
Please note, if this role is based in South Africa, all applicants must have the legal right to live and work in South Africa.
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About Dye & Durham
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.
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
