Customer Support Analyst, Legal Accounting
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Job Description
Customer Support Analyst supporting Actionstep’s legal practice management and accounting SaaS platform. Resolving user tickets, chats, and emails while escalating complex issues and meeting service targets.
Responsibilities:
- Provide exceptional customer service as the first contact point for users on Actionstep’s in-house CRM platform.
- Manage daily workflows of new and open support tickets.
- Run screen-sharing sessions with users to determine resolution steps.
- Respond to inbound live chats and emails with informative, helpful, and genuine responses.
- Prioritize ticket queues according to urgency and query type.
- Investigate and resolve tickets through phone calls, screen sharing, live chats, and email.
- Resolve enquiries efficiently while addressing the customer’s core problem.
- Escalate tickets with relevant information to internal support, third-party providers, or development teams.
- Set realistic expectations and provide regular updates to users and stakeholders.
- Meet SLAs, customer satisfaction, response-rate, resolution-rate, responsiveness, efficiency, collaboration, and OKR targets.
- Document and share product knowledge across Customer and Support teams.
- Primarily support business hours across Pacific and Mountain time zones.
Requirements:
- 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.
- Excellent oral, written, presentation and communication skills, for use with both internal and external stakeholders and all levels of management.
- Technically minded and able to understand new platforms within a short period of time.
- Ability to operate and succeed in an agile environment, working cross-functionally, to successfully deliver effective outcomes for customers.
- Previous experience working in a distributed team (favourable).
- Experience with Actionstep or one of its integration partners (favourable).
- Experience working with legal software in prior roles (favourable).
- Experience as a practice manager or operations manager in a law firm (favourable).
Benefits:
- Robust medical, dental, vision offerings
- 401K with company match
- Flexible working and PTO
- Take your birthday off
- Frequent team building events
- Fantastic training and development opportunities
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