Client Support Representative

TL;DR

Client Support Representative (Legal Software): Deliver expert platform support for legal software solutions including practice management and due diligence platforms, with an accent on handling high-volume inbound requests and troubleshooting technical issues. Focus on resolving client problems, coordinating with internal teams, documenting interactions, and improving service processes.

Location: Hybrid in Cape Town - Foreshore, South Africa. Must have the legal right to live and work in South Africa (proof required). Comfortable working hours to match the Canadian time zone.

Company

Global leader in legal technology providing integrated solutions for practice management, data insights, due diligence, and client onboarding to help law firms grow efficiently.

What you will do

• Handle high-volume inbound phone and email requests, resolving issues and assisting clients with transactions across multiple products.
• Troubleshoot technical problems in legal software, coordinating with Technical, Product, and Customer Success teams.
• Document customer interactions, issues, and resolutions accurately in the ticketing system.
• Provide guidance on platform usage, order submissions, troubleshooting, and self-service resources.
• Assist with order fulfilment and contribute to updating documentation library for products and workflows.
• Participate in initiatives to improve service delivery and departmental processes.

Requirements

• Prior customer support experience.
• Legal industry experience (corporate or real estate).
• Experience with legal software, particularly practice management or due diligence.
• Experience with Zendesk or similar CRM platforms.
• Proficiency in Microsoft Office (Excel, Word, Outlook).
• Strong problem-solving skills, technical aptitude, excellent verbal communication, multitasking ability.
• Self-motivated team player comfortable in fast-paced environment.

Culture & Benefits

• Competitive salaries, healthcare, pension, company discounts, wellness programs.
• Paid days off for moving house or volunteering.
• Internal and external training opportunities for career growth.
• Values innovation, customer focus, ownership, diverse perspectives, and collaborative celebration.

Hiring process

• Application review and initial team meeting.
• Technical interview and final review.