Customer Support Analyst

Actionstep is an award-winning SaaS tech company, whose mission is to deliver the world's most advanced Legal Practice Management solution. We help our clients build thriving legal practices by creating awesome user experiences that lawyers love. We have a team of exceptionally talented people across New Zealand, Australia, the UK, and the US dedicated to helping thousands of lawyers worldwide to run highly successful legal practices.

Customer Support Specialist

As a Customer Support Analyst, you will contribute to daily customer engagement; Communicating with our customers via chat, email, and phone to help solve our customer's problems and make sure they are getting the maximum value from our product.

You will do this by applying a deep understanding of our customer's problems, processes, our product, and the systems we integrate with. You will identify customer needs and help customers use specific features to achieve desired outcomes.

You will work in a collaborative, social environment with a team who are committed to helping you learn and progress, and on Friday's you will enjoy clocking off early for after-work games and drinks.

We would love to hear from you if

• You like the idea of flexible working arrangements and unlimited leave
• You want to help people every day and are keen to kick-start your career in Customer Support and the Tech/SaaS space.
• You thrive in a collaborative and social team environment.
• You are motivated and a self-starter
• You enjoy problem solving alongside the satisfaction of providing first-class customer service.
• You possess exceptional customer engagement and communication skills, having perfected the art of diplomacy and serenity in challenging situations.
• Are emphatic, can prioritize effectively and deliver with a sense of urgency.
• You are a fast learner and relish the challenge of becoming the domain knowledge expert in your chosen areas.

Requirements

• 2+ years customer service experience in any previous customer-facing role.
• You have a troubleshooting mindset and are a natural problem solver.
• Exceptional customer engagement and communications skills, with an ability to be empathetic.
• Experience working in a team-oriented, collaborative environment.

Things that will give you a head start in the role:

• Accounting/Trust Accounting knowledge
• Exposure to the legal industry (working with lawyers and law firms)
• Experience in writing technical documentation
• Experience working with Microsoft Teams, Salesforce, and Zendesk
• Experience in the Saas/Tech industry

Benefits

We offer a fantastic and inspirational working environment

• Flexible working.
• Sign on bonus to help you build your home office.
• We are a team, we trust each other and we believe our best work happens when life & work is in good balance
• Competitive benefits package including unlimited PTO, health benefits, vision plan, dental plan, 401k, life insurance
• 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, including certifications and LinkedIn Learning.