SaaS Customer Support Analyst - First Contact Expert

Actionstep; Oregon; Remote; USD 55,000 - 60,000; Full time

Benefits offered by this job

401K with company match

Flexible working and PTO

Birthday off

Team building events

Training and development opportunities

Job summary

Actionstep is seeking a Customer Support Analyst to join our fast-growing support team. You will be the first contact for users of our CRM platform, resolving issues and documenting knowledge for others.

With a focus on customer satisfaction, you will manage tickets, perform screen shares, chats and emails, and collaborate across the Support and Product teams. This role primarily covers Pacific and Mountain business hours.

Qualifications

• Minimum 3 years of customer-facing experience in a help desk or support role for a SaaS platform.
• Experience working at Level 1 and Level 2 in a distributed, multi-location team.
• Strong communication, presentation and stakeholder management skills.
• Technically minded with the ability to learn new platforms quickly.
• Ability to operate in an Agile, cross-functional environment.

Responsibilities

• Manage a daily queue of new and open tickets with priority handling.
• Run screenshares, live chats and emails to guide users toward resolutions.
• Investigate root causes and resolve inquiries efficiently with First Time Right mindset.
• Escalate appropriately to internal teams or third parties with all context.
• Provide regular updates on active issues and meet SLAs.

Skills

Customer-facing

SaaS

Level 1–2 support

Communication

Technical aptitude

Agile

Problem-solving

Job description

Actionstep is seeking a Customer Support Analyst to join our fast-growing support team. You will be the first contact for users of our CRM platform, resolving issues and documenting knowledge for others.

With a focus on customer satisfaction, you will manage tickets, perform screen shares, chats and emails, and collaborate across the Support and Product teams. This role primarily covers Pacific and Mountain business hours.