Client Support Specialist
Description

Tracing its roots to 1874, Dye & Durham has long been an institution in the Canadian legal industry. Today, Dye & Durham is a technological leader in legal services through a unique suite of cloud-based software products, called e-market.

Employees describe the company as a 144-year-old start-up. Employing over 200 people across Canada and the UK, Dye & Durham uses technology to distinguish itself from competitors and provides a compelling value proposition to its large blue-chip customer base of over 5,000 active law firms, government agencies and financial institutions.

Responsibilities
  • Responds promptly to telephone, online chat and email enquiries from clients who are using the ecorp program.
  • Conducts welcome calls with new users to ensure they are having a positive experience using ecorp, and to answer any questions they may have.
  • Activates ecorp licenses for new users, and provides log-in credentials.
  • Provides first level support to clients who are experiencing difficulties in using the ecorp program; escalates technical issues to the client support analyst for further investigation.
  • Conducts follow up calls with users who have experienced difficulties with the program to ensure their concerns have been addressed to their satisfaction.
  • Coordinates the delivery of the minute books from the clients’ offices, to Dye & Durham’s office.
  • Enters corporate minute book information into ecorp, following established protocols.
  • Documents and informs clients of any changes that are made during the data entry process.
  • Coordinates with the Dye & Durham dispatch team to arrange for the return of the original minute books to the clients.
  • Confirms with the clients that their minute books have been safely returned and that the data entry has been completed to their satisfaction.
  • Updates and maintains the minute book tracking system.
  • Identifies, and acts on, opportunities to promote Dye & Durham’s suite of corporate services and products to clients.
  • Liaises with corporate products supplier in order to facilitate the processing of product orders.
  • Participates in cross-training activities and acts as a mentor to other team members.
  • Maintains professional and technical knowledge through a variety of training and development methods (workshops, courses, reading etc.).
  • Promotes and personally demonstrates the company’s Guiding Principles when dealing with employees, clients and other business stakeholders.
  • Participates in the ongoing development and implementation of the company’s strategic goals and initiatives.
Qualifications
  • Completion of a legal administrative assistant program (or a combination of education and experience)
  • Experience with maintaining corporate minute books is preferred
  • Excellent customer service skills
  • Superior communication skills, both verbal and written
  • Fast and accurate keyboarding skills
  • Detail oriented
  • Ability to effectively adapt to changing priorities
  • Strong analytical skills, with a demonstrated ability to think critically
  • Ability to work independently with minimal supervision and direction
  • Superior time management skills
  • Ability to interact effectively with others in a team-based environment
  • Intermediate proficiency with MS Office products; particularly Excel and Word
Job Benefits
  • Competitive compensation package with comprehensive benefits and a pension plan
  • Opportunity for career advancement in entrepreneurial environment
  • Downtown Vancouver office location
  • Employee and Family Assistance program services available on joining date
  • Other paid days off including Boxing Day, Paid Moving Day, Paid Volunteer Day, etc.
  • Fun and friendly work environment with frequent parties and special events happening every month!
How to Apply

Interested applicants should forward their resume, cover letter, and a list of three (3) professional references to [email protected]. Please quote the position you are applying for, your salary expectations and how you learned of this position opening.  

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Position: Client Support Specialist

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Location

Dye & Durham Vancouver Office

Employment Type
Full-Time
Beginning of employment
Immediate
Industry
Legal Technology
Date posted
November 12, 2018
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