[Hiring] Customer Support Analyst @Actionstep

Role Description

We’re looking for a Customer Support Analyst to join our fast-growing support team. Reporting to the Customer Support Team Leader, you will be charged with providing exceptional customer service as the first contact point for our users, on the CRM platform we build, run and support in-house.

• Manage a daily workflow of new and open tickets.
• Run screenshares with users to determine next steps on resolutions.
• Work across the Customer and Support teams to document and share product knowledge.
• Primarily support business hours across the Pacific and Mountain time zones.
• Respond to inbound live chats and emails within an acceptable timeframe.
• Manage a queue of tickets with competing priorities.
• Investigate and resolve inbound tickets through outbound phone calls, screen sharing sessions, live chats, or emails.
• Resolve enquiries efficiently while addressing the core problem.
• Adopt a “First Time Right” mindset.
• Escalate tickets when appropriate with all relevant information.
• Balance the needs of the business and the customer to prioritise enquiries appropriately.
• Set realistic and correct expectations with the customer and stakeholders.
• Provide consistent and regular updates to users on any active issues.
• Meet all SLAs and goal targets set out by your leader.

Qualifications

• Minimum 3 years of customer-facing experience in a customer support/service or help desk role, ideally supporting a SaaS technology platform.
• Previous experience working at Level 1 and Level 2 in a multi-leveled support team that is geographically distributed.
• Excellent oral, written, presentation and communication skills.
• Technically minded with the ability to understand new platforms quickly.
• Ability to operate and succeed in an agile environment, working cross-functionally.

Requirements

• An experienced people person with a can-do attitude.

Benefits

• Medical, dental, vision offerings.
• RRSB with company match.
• Flexible working and PTO.
• Take your birthday off.
• Frequent team-building events.
• Fantastic training and development opportunities.
• $55,000 - 60,000 salary.