Customer Support Analyst
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Job Description
Customer Support Analyst managing customer inquiries for a SaaS Legal Accounting firm. Working remotely handling live chats, tickets, and providing user support.
Responsibilities:
- Manage a daily workflow of managing live chats, new and open tickets
- Running screenshares with users to determine next steps on resolutions
- Respond to inbound live chats and emails within an acceptable timeframe
- Manage a queue of tickets with competing priorities
- Investigate and resolve inbound tickets through various means
- Adopt a “First Time Right” mindset to ensure the enquiry is resolved on the spot where possible
- Escalate tickets when appropriate
- Balance the needs of the business and the customer to prioritise enquiries appropriately
- Provide consistent and regular updates to users on any active issues they’re experiencing
- Meet all SLAs and goal targets set out by your leader
Requirements:
- 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-leveled support 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 - there isn’t a platform that you can’t jump in and understand within a short period of time.
- Ability to operate and succeed in an agile environment, working cross-functionally, to successfully deliver effective outcomes for our customers.
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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