Actionstep is a pioneer in the development and sale of software-as-a-service (SaaS) products, specialising in the delivery of Legal Practice Management software. We are a fast growing, dynamic business with a global customer base and team. With team members in Auckland, the United Kingdom, United States, Canada, and Australia, we are dedicated to helping thousands of lawyers worldwide run highly successful legal practices.
We're looking for a Customer Support Analyst to join our support team.
Reporting to the Customer Support Team Leader, you will provide exceptional customer service as the first contact point for our users, on the CRM platform we build, run, and support in-house.
To succeed, you should have at least 3 years of experience in a Help Desk / Customer Service role, with strong skills in identifying root issues and resolving them efficiently. You are technically minded, quick to learn new systems, and customer-centric, finding satisfaction in supporting users and resolving their issues.
The role involves managing tickets, conducting screenshares, and documenting product knowledge to support our users effectively.
This is a great opportunity for someone with excellent customer skills and initiative to join a tech company
What will you do
1. Respond to inbound chats and emails promptly with helpful, genuine responses.
2. Manage a queue of tickets, prioritising based on urgency and importance.
3. Investigate and resolve tickets via calls, screen sharing, chats, or emails.
4. Address core issues to resolve customer enquiries efficiently.
5. Adopt a "First Time Right" approach to resolve issues on first contact where possible.
6. Escalate tickets with all relevant information to appropriate teams or external parties.
7. Balance business and customer needs to prioritise support queries.
8. Set realistic expectations with customers and stakeholders.
9. Be flexible and adaptable to changing needs.
10. Provide regular updates on active issues and represent customer urgency internally.
11. Meet SLAs and team OKRs focused on customer satisfaction, response times, escalation rates, and collaboration.
Who You Are:
Compassionate: You enjoy helping others and listen empathetically.
Curious: You seek answers and go the extra mile to solve complex problems.
Results-Focused: You are proactive, decisive, and goal-oriented.
Effective Communicator: You communicate clearly with customers and team members, and can set boundaries when needed.
What you need to know to succeed
Essential:
* At least 3 years of customer-facing support experience, preferably supporting SaaS platforms.
* Experience in a multi-level support environment, ideally with a distributed team.
* People skills and a positive attitude.
* Excellent communication skills for all stakeholders.
* Technically adept, quick to learn new platforms.
* Ability to work in an agile, cross-functional environment.
* Satisfactory National Criminal Check.
Desirable:
* Experience working remotely, in accounting, or law sectors.
What we offer
* Work with innovative legal technology.
* Flexible work arrangements.
* Career growth opportunities.
* Training and development support.
* Supportive, collaborative culture.
* Casual dress code.
* Benefits like birthday leave, wellness programs, and social events.
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