Customer Support Analyst

Actionstep•Denver, CO

4h•$60 - $65

About The Position

Actionstep is a pioneer in the development and sale of software-as-a-service (SaaS) products, specializing in the delivery of Legal Accounting & Management software. We are a fast growing, dynamic business with a global customer base and team. Headquartered in Auckland, New Zealand, with team members in 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 fast-growing support team. To be successful in this role, you will have minimum 3 years of demonstrable experience working in a Help Desk / Customer Service role. You are an expert at identifying the root issue presented by a user, through your strong aptitude at identifying a problem’s root cause and quickly finding and implementing steps to remediate it. You’re technically minded and take to new systems with ease. Your customer centricity is central to how you excel in the work you do, and supporting and resolving customers brings you as much satisfaction as it does to the users you support. Reporting to the Customer Support Team Lead, the Customer Support Analyst will manage a daily workflow of managing live chats, new and open tickets, running screenshares with users to determine next steps on resolutions, and working across the Customer and Support teams to document and share product knowledge.

Requirements

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. You are a pleasure to work with and have 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 - there isn’t a platform that you can’t jump in and understand within a short period of time.
Ability to operate and succeed in an agile environment, working cross-functionally, to successfully deliver effective outcomes for our customers.

Responsibilities

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, to ensure those of most importance are addressed first and receive the right level of support, dependent on the nature of the query raised.
Investigate and resolve inbound tickets through the use of outbound phone calls, screen sharing session, live chats or emails back to the original reporter.
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; whether that be internally within the Support team, externally to a third-party, or across to our development teams.
Balance the needs of the business and the customer to prioritise enquiries appropriately.
Set realistic and correct expectations with the customer and stakeholders.
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 and help to represent the urgency of the user to internal teams.
Meet all SLAs and goal targets set out by your leader, to deliver an exceptional customer service experience, focused around:
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
Respond and manage to completion tickets created by our Certified Consulting Partners or escalated from Legal Accounting Support Analysts across a variety of topics in time-sensitive situations, providing advanced technical research and support with thoughtful, concise messages that provide expert solutions to our users.
Research and write detailed bug reports used by the Product and Engineering teams to address product issues, working with both teams to answer advanced technical questions.
Schedule and complete troubleshooting screenshare video calls with users when necessary or assist Support Analysts, using excellent business etiquette and customer management skills to achieve high customer satisfaction.
Manage and complete advanced tasks (system updates, etc) as requested.
Maintain and increase advanced product knowledge through training and active research across Actionstep Practice Management and Legal Accounting resources, contributing to team knowledge by submitting solutions in internal and external documentation.