Customer Support Analyst (legal Accounting)
Actionstep is seeking a Customer Support Analyst to join their dynamic team, focusing on providing exceptional service for their in-house CRM platform. As a pioneer in software-as-a-service (SaaS) products, Actionstep specializes in Legal Practice Management and Accounting software, serving a global customer base. The role reports to the Customer Support Team Leader and is primarily remote, supporting business hours across the Pacific and Mountain time zones.
In this position, the analyst will manage a daily workflow of new and open tickets, prioritize tasks to ensure timely resolution, and conduct screen-sharing sessions with users to identify root causes and determine resolution steps. Responsibilities include responding to inbound live chats and emails with informative and helpful communication, investigating and resolving tickets via phone, screen sharing, chat, or email, and escalating tickets to appropriate internal or external teams with relevant documentation. The analyst will also collaborate across Customer and Support teams to document and share product knowledge.
Candidates should have a minimum of three years of customer-facing experience in a customer support, customer service, or help desk role, ideally supporting a SaaS technology platform. Experience working at Level 1 and Level 2 in a multi-leveled support team that is geographically distributed is preferred. Strong oral, written, presentation, and communication skills are essential, along with technical aptitude and the ability to learn new platforms quickly. The role requires the ability to operate and succeed in an agile environment, working cross-functionally to deliver effective outcomes for customers.
Compensation for this role includes a salary range of $55,000 to $60,000 per year. Benefits offered by Actionstep encompass medical, dental, and vision offerings, a 401K with company match, flexible working arrangements, paid time off, birthday off, frequent team-building events, and training and development opportunities.
Actionstep fosters a collaborative and flexible work environment, encouraging team members to adapt to the changing needs of the business and customers. The company values customer-centricity and seeks individuals who find satisfaction in supporting and resolving customer issues. This role offers opportunities for professional growth and development within a fast-growing, dynamic business.