Customer Support Analyst

1 hour, 46 minutes ago
Full-time
Mid Level
Customer and Technical Support
Actionstep

Actionstep

Actionstep is a comprehensive legal business management platform for midsize law firms, offering a powerful cloud-based legal practice management system that automates routine legal processes, reduces administrative burdens, and provides tools for CRM,...

Internet Software & Services
51-250
Founded 2004

Description

  • Respond to inbound live chats and emails promptly with helpful, genuine support.
  • Manage a queue of tickets with competing priorities and triage issues by urgency and impact.
  • Investigate and resolve customer issues using phone calls, screen sharing sessions, live chats, and email.
  • Apply a first-time-right approach to resolve enquiries efficiently at the point of contact when possible.
  • Escalate tickets with complete context to the appropriate internal team, external partner, or development team.
  • Set clear and realistic expectations with customers and stakeholders.
  • Provide regular updates on active issues and represent customer urgency internally.
  • Meet support SLAs, response targets, resolution goals, and team OKRs.
  • Research, document, and share product knowledge through internal and external documentation.
  • Write detailed bug reports and support advanced technical research for Product and Engineering teams.

Requirements

  • Minimum 3 years of customer-facing experience in a customer support, service, or help desk role.
  • Experience supporting a SaaS technology platform is preferred.
  • Previous experience working at Level 1 and Level 2 in a multi-level, geographically distributed support team.
  • Post-secondary degree or diploma in Information Technology, Paralegal, Legal Administrative Assistant, Accounting, or a related discipline, or equivalent knowledge and experience.
  • Understanding of bookkeeping concepts, including double-entry accounting, billing, and bank reconciliation.
  • Excellent oral, written, presentation, and communication skills for internal and external stakeholders.
  • Technically minded with the ability to quickly learn and understand new platforms.
  • Ability to operate successfully in an agile, cross-functional environment.
  • Compassionate, curious, and results-focused work style.
  • Experience handling advanced technical support, troubleshooting screenshares, and managing time-sensitive escalations is valuable.

Benefits

  • Robust medical, dental, and vision coverage.
  • 401(k) with company match.
  • Flexible working arrangements and PTO.
  • Take your birthday off.
  • Frequent team-building events.
  • Training and development opportunities.
  • Salary range of 60–65k.

Interested in this position?

Apply directly on the company website

Apply Now

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