Actionstep is a pioneer in the development and sale of software-as-a-service (SaaS) products, specializing in the delivery of Legal Practice Management software. We are a fast growing, dynamic business with a global customer base and team. Headquartered in Auckland, New Zealand, with team members in the United Kingdom, United States, 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.
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 Lead, 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.
Other responsibilities include:
- Engage effectively with incoming live chats and emails, ensuring responses are delivered promptly and are insightful, supportive, and authentic.
- Oversee a ticket queue with varying priorities, ensuring that the most critical issues are addressed first and receive appropriate support based on the nature of the inquiry.
- Examine and resolve incoming tickets by utilizing outbound phone calls, screen sharing sessions, live chats, or replying via email to the original reporter.
- Handle inquiries efficiently while focusing on resolving the underlying issue for the customer.
- Embrace a "First Time Right" approach to aim for immediate resolution of inquiries whenever possible.
- When necessary, escalate tickets with all pertinent details to the appropriate person or team, whether within the Support team, to external third parties, or to our development teams.
- Navigate the needs of both the business and the customer to prioritize inquiries effectively.
- Establish realistic and accurate expectations with customers and stakeholders.
- Demonstrate flexibility and adaptability to meet the evolving requirements of our business and customers.
- Provide users with consistent and regular updates regarding any ongoing issues they are facing, and effectively communicate the urgency of their concerns to internal teams.
- Achieve all Service Level Agreements (SLAs) and target goals established by your leader, in order to provide an outstanding customer service experience that focuses on:
- Customer Satisfaction
- First Response Rate
- Average Response Time
- Escalation/Resolution Rates
- Responsiveness to Customer Inquiries
- Attention to Detail when Investigating Issues
- Efficiency in Managing Multiple Priorities
- Collaboration with Team Members (within support and across other business units)
- Any pertinent Objectives and Key Results (OKRs) that are set for the team
Requirements
Who You Are:
Compassionate: you get satisfaction out of helping other people and recognize that sometimes the best way to help is by listening and validating different experiences.
Curious: you want to find the answers and will work all the angles to get it done. You go above and beyond with in-depth research and evaluation to solve complex problems.
Results-Focused: you like to check things off your list and have a bias for action, using your decision- making prowess to make decisions quickly and solve problems.
What You Will Do:
Respond and manage to completion tickets created by our Certified Consulting Partners or escalated from Actionstep Support Analysts across a variety of topics in time-sensitive situations, providing advanced technical research and support with thoughtful, concise messages that provide expert solutions to our users.
Research and write detailed bug reports used by the Product and Engineering teams to address product issues, working with both teams to answer advanced technical questions.
Schedule and complete troubleshooting screenshare video calls with users when necessary or assist Support Analysts, using excellent business etiquette and customer management skills to achieve high customer satisfaction.
Manage and complete advanced tasks (system updates, etc) as requested.
Maintain and increase advanced product knowledge through training and active research across Actionstep resources, contributing to team knowledge by submitting solutions in internal and external documentation.
Benefits
We offer a fantastic and inspirational working environment!
- 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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