Customer Support Analyst - Hybrid Role with Growth

Actionstep; Auckland; Hybrid; NZD 65,000 - 90,000; 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 in Auckland is seeking a Customer Support Analyst to critically investigate customer questions, troubleshoot technical issues, and collaborate with Customer, Product and Engineering teams.

You will own inquiries from initial contact to resolution, document solutions, and share knowledge with the wider team. This role suits curious, customer-focused problem-solvers who communicate clearly and thrive in a collaborative SaaS environment with hybrid work options and a supportive culture.

Qualifications

• Experience in a customer-facing role such as support, technical support, or help desk.
• Excellent written and verbal communication with attention to detail.
• Ability to learn, understand and explain technical concepts to different audiences.
• Strong general computer skills and comfort learning new software/systems.
• Ability to manage multiple priorities and organise workload.
• Experience working remotely in SaaS/tech, accounting or legal sector is an advantage.

Responsibilities

• Own customer support enquiries from initial contact through to resolution.
• Troubleshoot customer issues and run screen-sharing sessions to guide customers to solutions.
• Build knowledge of Actionstep through training, research and hands-on problem solving.
• Document customer interactions, issues and resolutions to create useful knowledge for customers and the team.
• Collaborate across Support, Customer, Product and Engineering to improve the customer experience.

Skills

Customer-facing

Communication skills

Problem-solving

Technical aptitude

Workload management

Remote-work experience

Job description

Actionstep in Auckland is seeking a Customer Support Analyst to critically investigate customer questions, troubleshoot technical issues, and collaborate with Customer, Product and Engineering teams.

You will own inquiries from initial contact to resolution, document solutions, and share knowledge with the wider team. This role suits curious, customer-focused problem-solvers who communicate clearly and thrive in a collaborative SaaS environment with hybrid work options and a supportive culture.