Dye & Durham is Hiring a Work-From-Home Client Support Representative

The Client Support Specialist provides support for complex customer inquiries, requiring a strong background in Litigation. This role handles a high volume of inbound requests, resolves customer inquiries, facilitates customization requests, and delivers exceptional service. CSRs ensure accurate documentation, follow established workflows, and contribute to strong customer satisfaction.

Key Responsibilities

Technical and Procedural Support

• Handle high-volume inbound phone and email support requests
• Provide guidance on platform usage, account inquiries, and troubleshooting
• Resolve technical issues using available tools, knowledge base resources, and standard procedures
• Identify defects, escalate, and provide clear case documentation (steps, evidence, outcomes)
• Accurately document all interactions, issues, and resolutions in Zendesk
• Liaise with other teams to drive resolution
• Communicate clearly and professionally using accurate litigation terminology

Document customization

• Intake, scope, and triage custom content requests; validate against jurisdictional litigation requirements.
• Mark-up customer documents to prepare for coding, using knowledge of litigation forms and procedures.
• Define workflow steps and expected behaviour (prompts, outputs)
• Maintain detailed ticket notes, coordinate with Content and Account Management teams. 
• Work with Account Management team to draft Statements of Work for customization projects.

QA

• Execute test cases and realistic scenarios across multiple Canadian jurisdictions
• Validate output accuracy (logic, formatting, dates/numbers, consistency)
• Test edge/negative cases (missing/invalid data)
• Coordinate with Content team if further work is required.

Other 

• Maintain internal and external documentation (Knowledgebase, Zendesk Macros)
• Contribute to workflow improvements, Zendesk process optimization, and cross-team initiatives/new rollouts
• Participate in continuous improvement initiatives and team training sessions.