Support Consultant (CA PMS)

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.

• 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.

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

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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