SaaS Customer Support Analyst - First-Time-Right

Actionstep; Northern (KY); Hybrid; USD 55,000 - 60,000; Full time

Benefits offered by this job

Medical benefits

401K with company match

Flexible PTO

Birthday off

Team building events

Training and development

Job summary

Actionstep is seeking a Customer Support Analyst to join our fast-growing support team. This role reports to the Customer Support Team Leader and focuses on delivering exceptional service as the first contact for users on our CRM platform.

You will manage incoming tickets, perform screen-sharing sessions, and document knowledge across teams. Ideal candidates have at least 3 years in a customer-facing role, can identify root causes quickly, and adapt to our agile, cross-functional environment.

Qualifications

• Minimum 3 years of customer-facing experience in a help desk, support, or SaaS environment.
• Experience handling Level 1 and Level 2 support in a distributed team.
• Excellent oral and written communication skills with internal and external stakeholders.
• Technically minded with ability to quickly learn new platforms.
• Able to operate in an agile, cross-functional environment.

Responsibilities

• Manage a queue of tickets with competing priorities and ensure critical issues are addressed first.
• Perform screen-sharing, live chat, calls, or emails to resolve inquiries.
• Provide timely, informative updates and maintain SLAs.
• Escalate with all relevant information to appropriate teams when needed.
• Collaborate across Support and other business units to share knowledge and improve processes.

Skills

Customer-facing experience

Ticketing systems

Strong communication

Root-cause analysis

Team collaboration

Job description

Actionstep is seeking a Customer Support Analyst to join our fast-growing support team. This role reports to the Customer Support Team Leader and focuses on delivering exceptional service as the first contact for users on our CRM platform.

You will manage incoming tickets, perform screen-sharing sessions, and document knowledge across teams. Ideal candidates have at least 3 years in a customer-facing role, can identify root causes quickly, and adapt to our agile, cross-functional environment.