Customer Support Analyst Job London area,Greater London England UK,Customer Service/HelpDesk

Location: Greater London

Actionstep is a pioneer in the development and sale of software-as-a-service (SaaS) products, specializing in the delivery of Legal Practice Management software. We are a fast growing, dynamic business with a global customer base and team. Headquartered in Auckland, New Zealand, with team members in the United Kingdom, United States, and Australia, we are dedicated to helping thousands of lawyers worldwide runhighly successful legal practices.

We’relooking for a Customer Support Analyst to join our fast-growing support team.

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 atidentifyingthe root issue presented by a user, through your strong aptitude atidentifyinga 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 Lead, the Customer Support Analyst will manage a daily workflow of managing new and open tickets, running screen shares with users todeterminenext steps on resolutions, and working across the Customer and Support teams to document and share product knowledge.

Other responsibilities include:

Respond to inbound live chats and emails within an acceptabletimeframeand 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, livechatsor 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 whenappropriateand 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’reexperiencing and help torepresentthe 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

Who You Are:

Compassionate:you get satisfaction out of helping other people and recognize that sometimes the best way to help is by listening andvalidatingdifferent experiences.

Curious:you want to find the answers and will work all the angles to get it done. You goabove and beyond with in-depth research and evaluation to solve complex problems.

Results-Focused:you like to check things off your list and have a bias for action, using your decision- making prowess to make decisions quickly and solve problems.

What You Will Do:

Respond and manage to completion tickets created by our Certified Consulting Partners or escalated from

Actionstep

Support Analysts across a variety of topics in time-sensitive situations, providing advanced technical research and support with thoughtful, concise messages that provide expert solutions to our users.

Research and write detailed bug reports used by the Product and Engineering teams to address product issues, working with both teams to answer advanced technical questions.

Sch…


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