Hybrid Customer Support Analyst | Legal Tech (AU East Coast)

Actionstep; Brisbane; Hybride; AUD 65 000 - 90 000; Plein temps

Avantages offerts par ce poste

Hybrid Work Flexibility

Modern Offices

Inclusive, Supportive Culture

Relaxed Dress Code

Birthday Leave

Regular Team Events

Professional Development

Résumé du poste

Actionstep is seeking a Customer Support Analyst to join our East Coast Australia team. You will investigate questions, troubleshoot issues, and become a trusted problem-solver for Actionstep customers.

This role isn't scripted; you'll collaborate with Customer, Product and Engineering teams, document solutions and share knowledge to improve the customer experience. Hybrid work and a modern office environment are offered.

Qualifications

• Experience in a customer-facing role such as application support, technical support, or help desk.
• Excellent written and verbal communication with great attention to detail.
• The ability to learn, understand and explain technical concepts to different audiences.
• Strong general computer skills and confidence learning new software and systems.
• The ability to manage multiple priorities and organise your workload effectively.
• Experience working remotely in SaaS/technology, accounting or the legal sector is a bonus.
• Suitable employment checks, including confirmation of your right to work in Australia and a criminal record/background check.

Responsabilités

• 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.

Connaissances

Customer-facing

Communication

Problem-solving

Technical understanding

Screen-sharing

Remote collaboration

Description du poste

Actionstep is seeking a Customer Support Analyst to join our East Coast Australia team. You will investigate questions, troubleshoot issues, and become a trusted problem-solver for Actionstep customers.

This role isn't scripted; you'll collaborate with Customer, Product and Engineering teams, document solutions and share knowledge to improve the customer experience. Hybrid work and a modern office environment are offered.