About the job
At Actionstep, we are trailblazers in crafting innovative Software-as-a-Service (SaaS) solutions, with a focus on Legal Practice Management software. Our rapidly expanding, dynamic team operates on a global scale, headquartered in Auckland, New Zealand, and with talented individuals across the United Kingdom, United States, and Australia. We take pride in empowering thousands of lawyers worldwide to manage their legal practices with remarkable success.
We are seeking a motivated Customer Support Analyst to become an integral part of our growing support team.
In this role, you will leverage your minimum of 3 years of proven experience in Help Desk or Customer Service environments to excel. Your strong analytical skills will enable you to identify the root causes of issues presented by users, allowing you to efficiently implement effective solutions. A technical mindset and adaptability to new systems are crucial for success in this position. Your dedication to customer satisfaction drives your work, and you find fulfillment in resolving customer inquiries.
As a Customer Support Analyst, you will report to the Customer Support Team Lead and be responsible for managing a daily workflow of new and existing tickets, conducting screen-sharing sessions with users to determine the next steps for resolution, and collaborating with the Customer and Support teams to document and share product knowledge.
Key Responsibilities:
- Respond promptly to inbound live chats and emails, ensuring responses are informative, helpful, and sincere.
- Manage a queue of tickets with varying priority levels, ensuring that urgent issues receive appropriate attention.
- Investigate and resolve tickets via outbound calls, screen sharing, live chats, or emails back to the user.
- Efficiently resolve inquiries while addressing the core problems faced by customers.
- Embrace a “First Time Right” approach to resolve issues on the spot when feasible.
- Escalate tickets, along with all relevant information, to the appropriate parties as needed.
- Balance the needs of the business and the customer to prioritize inquiries effectively.
- Set realistic expectations for customers and stakeholders.
- Adapt to the evolving needs of our business and customers.

