Support Analyst

Description

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.

The Support Analyst is responsible for ensuring our clients receive timely assistance and resolution to technical support issues. Utilizing different resources like the user guide, internal knowledge, and their own curiosity to solve problems, the Support Analyst will investigate and solve user-reported questions and problems related to the functioning of their Actionstep systems. As a tenacious and customer friendly expert, the Support Analyst focuses on getting users results with a human touch.

Reporting to the US/UK Team Lead or ANZ Team Lead, the 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.

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 inbound tickets from Actionstep users across a variety of topics in time-sensitive situations, providing first level support with thoughtful, concise messages that provide expert solutions to our users.

Schedule and complete troubleshooting screenshare video calls with users when necessary, using excellent business etiquette and customer management skills to achieve high customer satisfaction.

Maintain and increase product knowledge through training and active research across Actionstep resources.

Thoroughly document user contacts, issues, and resolutions via help desk software, and contribute to team knowledge by submitting proposed solutions in internal and external documentation.

The KPIs you will own:

• CSAT for Support interactions (shared with other Support team members)
• Contacts per day/week/month
• Average handle time

Requirements

What you bring:

Excellent customer management instincts and abilities with experience in retail, restaurant, technical support, or any other customer-facing role

Excellent written and verbal communications with outstanding attention to detail

Demonstrable ability to learn, understand, and explain complicated technical concepts

High level of computer skills

Preferred: experience in a remote working environment

Ability to work on Mountain or Pacific Time

Benefits

JOIN OUR INSPIRATIONAL WORKING ENVIRONMENT

• Wear what you like to work.
• New office in Union Station.
• Unlimited PTO.
• Take your birthday off.
• Weekly socials and frequent team building events.
• Relaxed and friendly team.
• Fantastic career development opportunities.
• Great health benefits and 401K