Customer Support Analyst (Legal Accounting)

Actionstep is a pioneer in the development and sale of software-as-a-service (SaaS) products, specializing in the delivery of Legal Practice Management and Accounting software. We are a fast growing, dynamic business with a global customer base and team. With team members in the United Kingdom, United States, New Zealand and Australia, we are dedicated to helping thousands of lawyers worldwide run highly successful legal practices.

We’re looking for a Customer Support Analyst to join our fast-growing support team.

Reporting to the Customer Support Team Leader, you will be charged with providing exceptional customer service as the first contact point for our users, on the CRM platform we build, run and support in-house.

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 at identifying the root issue presented by a user, through your strong aptitude at identifying a problem’s root cause and quickly finding and implementing steps to remediate it. You’re technically minded and take to new systems with ease. Your customer centricity is central to how you 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 Leader, the Customer Support Analyst will manage a daily workflow of managing new and open tickets, running screenshares with users to determine next steps on resolutions, and working across the Customer and Support teams to document and share product knowledge.

This role will primarily support business hours across the Pacific and Mountain time zones.

Respond to inbound live chats and emails within an acceptable timeframe and 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 tickets through the use of outbound phone calls, screen sharing session, live chats or 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 when appropriate and 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’re experiencing 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