SaaS Customer Support Analyst | Accounting Focus | Hybrid

Canadian Helicopters Limited; Edmonton; Presencial; CAD 60.000 - 80.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical insurance

Dental insurance

Vision coverage

RRSB with company match

Flexible working

Paid time off

Birthday off

Team-building events

Training and development opportunities

Descripción de la vacante

Actionstep seeks a Customer Support Analyst to join our fast-growing support team. Reporting to the Customer Support Team Leader, you will provide exceptional service as the first contact for users on our in-house CRM platform.

With a minimum 3 years in a Help Desk or customer service role, you will diagnose root causes, guide users, and document knowledge. The role supports Pacific/Mountain hours and involves ticket management, live screenshares, and cross-team collaboration.

Formación

• Minimum 3 years of customer-facing experience, in a customer support/service or help desk role, ideally supporting a SaaS technology platform.
• Diploma, certificate, or coursework in accounting or bookkeeping, or at least 1 year of hands-on bookkeeping or accounting experience
• 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.
• Available during Pacific and Mountain time zone business hours.
• 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.
• Understanding of accounts payable/receivable, bank reconciliations, and month-end close. A diploma or certification in accounting is an asset.

Responsabilidades

• 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.
• 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.

Conocimientos

Customer support

SaaS experience

Communication skills

Technical mindset

Educación

Accounting education (diploma/certificate)

Descripción del empleo

Actionstep seeks a Customer Support Analyst to join our fast-growing support team. Reporting to the Customer Support Team Leader, you will provide exceptional service as the first contact for users on our in-house CRM platform.

With a minimum 3 years in a Help Desk or customer service role, you will diagnose root causes, guide users, and document knowledge. The role supports Pacific/Mountain hours and involves ticket management, live screenshares, and cross-team collaboration.