Customer Support Analyst
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Job Description
Customer Support Analyst at Actionstep handling user inquiries and managing support tickets. Coordinating with teams to resolve issues and ensure customer satisfaction.
Responsibilities:
- Manage a daily workflow of managing new and open tickets.
- Run screenshares with users to determine next steps on resolutions.
- Work across the Customer and Support teams to document and share product knowledge.
- Respond to inbound live chats and emails within an acceptable timeframe.
- Investigate and resolve inbound tickets through various communication channels.
- Adopt a “First Time Right” mindset to ensure enquiries are resolved on the spot where possible.
- Balance the needs of the business and the customer to prioritize enquiries appropriately.
- Provide consistent and regular updates to users on any active issues they’re experiencing.
Requirements:
- Minimum 3 years of demonstrable experience working in a Help Desk / Customer Service role.
- Strong aptitude at identifying a problem’s root cause and quickly finding and implementing steps to remediate it.
- Customer centricity is central to how you excel in the work you do.
Benefits:
- Flexible working.
- We are a team, we trust each other and we believe our best work happens when life & work is in good balance.
- Wear what you like to work.
- Take your birthday off.
- Friday afternoon socials and frequent team building events, remote and in person.
- Relaxed and friendly team.
- Fantastic training and development opportunities
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