[Hiring] Support Analyst @Actionstep
Mar 28, 2025 - Actionstep is hiring a remote Support Analyst. 💸 Salary: unspecified. 📍Location: USA, UK, Australia, New Zealand.
Role Description
We’re looking for a Customer Support Analyst to join our fast-growing support team.
Reporting to the Customer Support Manager, 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.
- Respond to inbound live chats and emails within an acceptable timeframe and with a response that is informative, helpful, and genuine.
- Manage a queue of tickets with competing priorities, ensuring those of most importance are addressed first.
- Investigate and resolve inbound tickets through outbound phone calls, screen sharing sessions, live chats, or emails.
- Resolve enquiries efficiently while addressing the core problem to solve for the customer.
- Adopt a “First Time Right” mindset to ensure the enquiry is resolved on the spot where possible.
- Escalate tickets when appropriate and with all relevant information to the suitable person/team.
- Balance the needs of the business and the customer to prioritise enquiries appropriately.
- Set realistic and correct expectations with the customer and stakeholders.
- Be flexible and adaptable to the changing needs of our business and customers.
- Provide consistent and regular updates to our users on any active issues they’re experiencing.
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Meet all SLAs and goal targets set out by your leader, focusing on:
- Customer Satisfaction
- First Response Rate
- Average Response Time
- Escalation/resolution rates
- Responsiveness to customer enquiries
- Attention to detail when investigating issues
- Efficiency when managing multiple priorities
- Collaboration with other team members (inside support and other business units)
- Any relevant OKRs that are in place for the team
Qualifications
- Post-Secondary Degree or Diploma in Information Technology, Paralegal, Legal Administrative Assistant, Accounting, or a related discipline of equivalent knowledge and experience.
- Understanding Bookkeeping concepts (double entry accounting, billing, bank rec).
- 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.
- An experienced people person with a can-do attitude.
- Excellent oral, written, presentation and communication skills for use with both internal and external stakeholders and all levels of management.
- Technically minded - able to understand new platforms quickly.
- Ability to operate and succeed in an agile environment, working cross-functionally to deliver effective outcomes for customers.
Benefits
- We have a fantastic and inspirational working environment!
- Medical, dental, vision offerings.
- RRSP with company match.
- Flexible working and PTO.
- Take your birthday off.
- Frequent team building events.
- Fantastic training and development opportunities.
Company Description
Actionstep is an award-winning, SaaS tech company, whose mission is to deliver the world’s most advanced Legal Practice Management solution. We help our clients build thriving legal practices by creating awesome user experiences that lawyers love.
We have teams of highly talented people across New Zealand, Australia, UK and USA working to delight thousands of lawyers worldwide who are running highly successful legal practices. Actionstep is a fast growing, dynamic business leading the way in cloud-based legal tech.
At Actionstep, our talented and energetic people are at the heart and soul of our business. We value one team, one community, when our people dare to be different and step up and take things on. By doing it right and walking in our customers' shoes, we believe Actionstep can effectively deliver on our purpose of ‘making lawyers awesome’.
We love working here at Actionstep and we think you would love it too. Check out all the exciting opportunities to join Actionstep below...
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| 📍 | Be aware of the location restriction for this remote position: USA, UK, Australia, New Zealand |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
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Salary
💸
unspecified
|
Remote
Location
USA, UK, Australia, New Zealand
|
|
Job Type
full-time
|
Posted
Mar 28, 2025
|
| 📍 | Be aware of the location restriction for this remote position: USA, UK, Australia, New Zealand |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
