Support Analyst

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.  

Reporting to the Customer Support Manager, 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.  

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

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

We have a fantastic and inspirational working environment! 

• Flexible working 

• Wear what you like to work. 

• Take your birthday off. 

• Frequent team building events. 

• Outstanding offices in great locations. 

• Fantastic training and development opportunities.