Software Support Consultant

3 weeks ago

Manila, National Capital Region, Philippines Dye & Durham Corporation Full time
Software Support Consultant (Unity PMS)

Department: Operations

Employment Type: Permanent - Full Time

Location: Manila

Description As a Software Support Consultant, you'll be the first point of contact for Unity PMS clients, supporting both new and long-standing users as they navigate our platform. Your role is central to delivering an exceptional user experience — from onboarding and training to supporting and troubleshooting accounting and legal workflows.
You'll be responsible for handling client queries across multiple channels, identifying user errors versus system bugs, assisting with migrations, managing reporting and invoicing tasks, and contributing to continuous product improvement through customer feedback.

This role also offers the opportunity to cross-train across other Dye & Durham software products such as Terrain, Open Practice, ATOM, Matter Centre, Conveyancing Manager, and SettsPlus, broadening your impact and skillset.
Key Responsibilities
  • Provide customer support via calls and emails using the Zendesk ticketing system
  • Identify and resolve technical issues, distinguishing user error from software bugs
  • Onboard and train new users via online sessions and video conferencing tools
  • Assist clients with accounting processes, reporting, and end-of-month procedures, including trust accounting
  • Work with integration partners and authorities to ensure smooth data exchange and order fulfilment
  • Maintain and update product documentation and Knowledgebase articles
  • Escalate system maintenance or outages to relevant stakeholders
  • Ensure all internal systems and client databases are up to date
  • Collaborate with the national support team and contribute to product enhancement discussions
  • Provide general support across the broader Software Solutions team when needed
Skills, Knowledge and Expertise
  • Customer service experience in a tech-focused role (legal or conveyancing sectors preferred)
  • Familiarity with Unity PMS (formerly NebuLAW) or similar practice management software (highly regarded)
  • Familiarity with legal landscape and workflows
  • Salesforce administration and reporting experience (preferred)
  • Xero, NetDocuments or iManage experience (preferred)
  • Strong problem-solving skills with an ability to deliver practical, customer-focused solutions
  • Proficiency in Microsoft Office, particularly Excel
  • Excellent verbal and written communication skills
  • Ability to work effectively in a collaborative, high-volume support environment
  • A proactive approach and strong attention to detail
  • Salesforce Administrator Certification (highly desired)
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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