Customer Support Analyst (Legal Accounting)

Actionstep; Vancouver; On-site; CAD 55,000 - 60,000; Full time

Benefits offered by this job

Medical benefits

Vision benefits

RRSP match

Flexible PTO

Birthday off

Team-building events

Training opportunities

Job summary

Actionstep is seeking a Customer Support Analyst to join our fast-growing support team. You will be the first point of contact for users, handling tickets, chats, and emails across Pacific and Mountain time zones.

You will document knowledge, collaborate with product and development teams, and strive for First Time Right resolutions. We value minimum 3 years in customer support, strong problem-solving and communication skills, and a technically curious, agile mindset.

Qualifications

• Minimum 3 years of customer-facing experience in a support/service or help desk role.
• Experience in Level 1 and Level 2 support in a distributed team.
• Strong communication skills for internal and external stakeholders.
• Technically minded with quick adaptation to new platforms.
• Experience working in an agile environment cross-functionally.

Responsibilities

• Manage a queue of tickets with competing priorities and address high-importance issues first.
• Conduct screen sharing, live chats, calls or emails to determine resolutions.
• Resolve inquiries effectively while addressing root problems.
• Aim for First Time Right resolutions and escalate when appropriate.
• Escalate tickets with full context to internal teams or third parties.
• Balance business and customer needs to prioritize inquiries.
• Set accurate expectations with customers and stakeholders.
• Adapt to changing business needs and maintain updates on active issues.
• Meet SLAs and team OKRs related to customer satisfaction and response metrics.

Skills

Customer support

SaaS expertise

Problem solving

Communication skills

Agile teamwork

Tools

Screen sharing tools

Job description

Actionstep is a pioneer in the development and sale of software-as-a-service (SaaS) products, specializing in the delivery of Legal Practice Management and Accounting software. We are a fast growing, dynamic business with a global customer base and team. With team members in the United Kingdom, United States, New Zealand 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.

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.

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 Leader, the Customer Support Analyst will manage a daily workflow of managing 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.

This role will primarily support business hours across the Pacific and Mountain time zones.

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

Essential

• 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.

Favourable

• Previous experience working in a distributed team.
• Experience with Actionstep or one of our integration partners.
• Experience working with legal software in prior roles.
• Experience as a practice manager or operations manager in a law firm.

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