Customer Support Analyst - Flexible Hours + PTO (SaaS)

Actionstep; United States; Remote; USD 55,000 - 60,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Retirement plan with company match

Flexible working and PTO

Birthday off

Job summary

Actionstep is seeking a Customer Support Analyst to join our fast-growing support team. You will be the first contact for our users on the CRM platform we build and support in-house.

With a minimum of 3 years in a customer-facing role, you identify root causes, guide users to resolution, and document knowledge for the team. The role primarily supports business hours across the Pacific and Mountain time zones.

Qualifications

• Minimum 3 years in customer-facing support or help desk.
• Experience at Level 1 and Level 2 in a distributed, multi-location team.
• Excellent oral and written communication; strong stakeholder skills.
• Technically minded with quick learning of new platforms.

Responsibilities

• Manage a queue of tickets with competing priorities and ensure important issues are addressed first.
• Investigate and resolve inbound tickets through calls, screen sharing, live chats or emails.
• Resolve inquiries efficiently by addressing the root cause and aiming for First Time Right resolution.
• Escalate tickets with all relevant information to appropriate internal or external teams.
• Meet SLAs and contribute to customer satisfaction metrics and overall team OKRs.

Skills

Customer support

SaaS experience

Technical aptitude

Communication skills

Agile collaboration

Job description

Actionstep is seeking a Customer Support Analyst to join our fast-growing support team. You will be the first contact for our users on the CRM platform we build and support in-house.

With a minimum of 3 years in a customer-facing role, you identify root causes, guide users to resolution, and document knowledge for the team. The role primarily supports business hours across the Pacific and Mountain time zones.