Support Consultant

Job Description

Are you looking to build an exciting and dynamic career at a company with prestigious blue‑chip clients and international reach? Dye & Durham, a leading global provider of cloud‑based software and technology solutions, is focused on an unwavering commitment to customer excellence and to the personal and professional growth of its employees.

Dye & Durham provides critical information services and workflows used by clients worldwide to manage their processes, information and regulatory requirements. The company offers rewarding opportunities for those with legal, tech, financial services and sales 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.

• 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 escalates 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.

• Practice Management System (PMS) experience: 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: identify, analyse and resolve client queries following defined processes.
• Technical proficiency: competent with Microsoft Office (Word, Excel, Outlook) and familiar with CRM/support ticketing systems (Zendesk preferred).
• Attention to detail & accuracy: ensure precise data entry, correct financial information and adherence to internal processes.
• Time management & multitasking: prioritise tasks in a fast‑paced environment while meeting SLAs.
• Team collaboration: work effectively with peers, team leads and cross‑functional teams.

• 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: assist with financial reporting or reconciliation queries.
• Continuous improvement mindset: actively contribute to process enhancements, knowledge sharing or training initiatives.
• Customer support experience: prior experience in law firm support or client‑facing service roles.

At Dye & Durham we strive to be visionaries. We offer internal and external training opportunities, competitive salaries and a range of benefits including healthcare, pension, company discounts, wellness programmes and paid days off for moving house or volunteering 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.

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.