Customer Support Analyst: Troubleshooter & Knowledge Builder

Actionstep; Perth; Hybrid; AUD 52,000 - 72,000; Full time

Benefits offered by this job

Hybrid Work Flexibility

Modern Offices

Inclusive, Supportive Culture

Relaxed Dress Code

Birthday Leave

Regular Team Events

Professional Development

Job summary

Actionstep is seeking a Customer Support Analyst to join our team in Auckland. You’ll investigate questions, troubleshoot issues, and work directly with customers to turn tricky problems into clear solutions.

This isn’t a scripted role; you’ll build deep knowledge of the Actionstep platform and collaborate with product and engineering teams. You’ll manage inquiries from first contact to resolution, document solutions, and help grow our knowledge base.

Responsibilities

• Own customer support enquiries from initial contact through to resolution, providing timely, clear and thoughtful solutions.
• Troubleshoot customer issues and run screen-sharing sessions to understand problems and guide customers through solutions.
• Build your knowledge of Actionstep through training, research and hands-on problem solving.
• Document customer interactions, issues and resolutions, helping build useful knowledge for both customers and the wider team.
• Work collaboratively across Support, Customer, Product and Engineering to solve problems and continuously improve the customer experience.

Job description

Actionstep is seeking a Customer Support Analyst to join our team in Auckland. You’ll investigate questions, troubleshoot issues, and work directly with customers to turn tricky problems into clear solutions.

This isn’t a scripted role; you’ll build deep knowledge of the Actionstep platform and collaborate with product and engineering teams. You’ll manage inquiries from first contact to resolution, document solutions, and help grow our knowledge base.