Software Support Consultant

6 days ago

Manila, National Capital Region, Philippines Dye & Durham Corporation Full time
Software Support Consultant

Department: Operations

Employment Type: Permanent - Full Time

Location: Manila

Description

As a Software Support Consultant, you will be the first point of contact for both new and existing SettsPlus clients. Your expertise in software support, accounting, and/or the conveyancing industry will be key in helping clients navigate the platform, resolve issues, and optimise their use of the system.

You'll also play an active part in onboarding and training, facilitating seamless migrations, and contributing to the continuous improvement of our software offerings. You will also cross-train on other Dye & Durham solutions including Open Practice, ATOM, Matter Centre, Conveyancing Manager and Unity PMS, expanding your impact across our wider solutions throughout your journey.

This is an exciting opportunity to play a critical front-line role in delivering an exceptional customer experience for users of SettsPlus. If this sounds like something you would be interested in, we would love to hear from you.

Key Responsibilities
  • Provide high-quality inbound support via phone, email, and Zendesk tickets
  • Diagnose and resolve technical issues, differentiating between user error and software bugs
  • Train and onboard new users through live sessions and online tools
  • Assist clients with navigating trust accounting features, end-of-month processes, conveyancing tasks and reporting with the software
  • Manage multiple support requests and escalate issues as needed
  • Offer general user administration and new customer setup
  • Maintain internal and external knowledge base content
  • Collaborate with integration partners for smooth data exchange
  • Provide backup support across other Dye & Durham software platforms
  • Contribute client feedback to help drive software improvements
Skills, Knowledge and Expertise
  • Proven experience in customer support or software helpdesk environments
  • Background in the legal, settlement, or conveyancing industry (preferred)
  • Familiarity with SettsPlus or similar conveyancing workflow tools (advantageous)
  • Strong analytical and problem-solving skills
  • Proficiency in Microsoft Office applications, particularly Excel and MS Word Macros
  • Experience in supporting Microsoft Office integrated platforms
  • Excellent verbal and written communication skills
  • Ability to work collaboratively in a high-volume, fast-paced team setting
  • Salesforce exposure/experience (highly desired)
  • Salesforce Certifications (desirable)
Benefits

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 a range of learning and career opportunities through mobility and learning.


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