Support Consultant (Legal Tech)

TL;DR

Support Consultant (Legal Tech): Providing first-line reactive support for the Practice Management System (PMS) to help law firms maintain compliance and operational efficiency with an accent on technical troubleshooting and client engagement. Focus on resolving "how-to" queries, managing Microsoft integrations, and escalating system bugs to technical teams.

Location: Primarily remote, but must have the legal right to live and work in South Africa. Attendance in-office (Cape Town) may be required. Working hours: 2:00 p.m. to 2:00 a.m. SAST to cover Canadian business hours.

Company

hirify.global is a global leader in legal technology providing integrated solutions for practice management, data insights, and client onboarding.

What you will do

• Provide first-line support for PMS navigation, usage, and standard "how-to" queries.
• Resolve basic system errors related to login, syncing, and display.
• Assist clients with workflow processes, billing tasks, and Microsoft integrations.
• Document all interactions and resolutions within Zendesk.
• Identify and escalate technical issues and system bugs to senior technical teams.
• Contribute to knowledge sharing by creating FAQs and process documentation.

Requirements

• Legal right to live and work in South Africa.
• Experience with Practice Management Systems (PMS).
• Strong verbal and written communication and professional phone etiquette.
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Ability to work South African time equivalent: 2:00 p.m. to 2:00 a.m. SAST.
• Experience with CRM or support ticketing systems (Zendesk preferred).

Nice to have

• Knowledge of the legal sector, specifically conveyancing or litigation processes.
• Advanced technical skills such as SQL, database queries, or system configurations.
• Experience with financial reporting or reconciliation queries.
• Prior experience in law firm support or client-facing service roles.

Culture & Benefits

• Access to internal and external training opportunities.
• Comprehensive benefits including healthcare, pension, and wellness programs.
• Company discounts and paid days off for volunteering or moving house.
• Collaborative environment that values diverse perspectives and ownership.

Hiring process

• Initial application and screening.
• Introductory call with the Talent team.
• Internal review and technical interview.
• Final hiring decision.