Customer Support Analyst (Legal Accounting)

Actionstep

Denver (CO)

On-site

USD 55,000 - 60,000

Full time

14 days+

Application generator

Turn this role into an interview — a resume and cover letter built around what this employer wants.

Get past ATS filters

Benefits offered by this job

Health benefits

401K with company match

Flexible PTO

Birthday off

Team building events

Training & development

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 of our CRM platform, delivering helpful, timely assistance during business hours across the Pacific and Mountain time zones.

The role requires 3 years of customer-facing experience, a track record of root-cause analysis, and comfort with cross-functional collaboration. We offer robust benefits and a collaborative, growth-oriented environment.

Qualifications

Minimum 3 years in customer-facing support roles, ideally SaaS.
Experience in Level 1 and Level 2 distributed support teams.
Strong communication and presentation skills.
Technically minded with ability to learn new platforms quickly.
Ability to work in an agile, cross-functional environment.

Responsibilities

Manage daily ticket queue and respond to live chats and emails.
Conduct screenshares to determine resolutions.
Escalate to appropriate teams with full context.
Provide regular updates and meet SLAs.
Balance business needs with customer satisfaction.

Skills

Customer support

SaaS experience

Communication skills

Agile teamwork

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