Customer Support Analyst

Actionstep is a pioneer in the development and sale of software-as-a-service (SaaS) products, specializing in the delivery of Legal Accounting &Management software. We are afast growing, dynamic business with a global customer base and team. Headquartered in Auckland, New Zealand, with team members in the United Kingdom, United States,Canadaand Australia, we are dedicated to helping thousands of lawyers worldwide runhighly successfullegal 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 atidentifyingaproblem’sroot cause and quickly finding and implementing steps to remediate it.

You’retechnically minded and take to new systems with ease. Yourcustomercentricity is central to howyou 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 managinglive chats,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 ticketsthrough 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 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

• Post-Secondary Degree or Diploma in Information Technology, Paralegal, Legal Administrative Assistant, Accounting, or a related discipline of equivalent knowledge and experience.
• Understanding Bookkeeping concepts (double entry accounting, billing, bank rec)
• 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-leveledsupport 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 - thereisn’ta platform that youcan’tjump in and understand withina short periodof time.
• Ability tooperateand succeed in an agile environment, working cross-functionally, to successfully deliver effective outcomes for our…