Actionstep
Actionstep's flexible, all-in-one practice management software will take you every step of your journey as a law firm.
Customer Support Analyst
Location
Colorado
Posted
5 days ago
Salary
$60K - $65K / year
Associate Degree3 yrs expExperience acceptedEnglish
Job Description
• Manage a daily workflow of managing live chats, new and open tickets
• Running screenshares with users to determine next steps on resolutions
• Respond to inbound live chats and emails within an acceptable timeframe
• Manage a queue of tickets with competing priorities
• Investigate and resolve inbound tickets through various means
• Adopt a “First Time Right” mindset to ensure the enquiry is resolved on the spot where possible
• Escalate tickets when appropriate
• Balance the needs of the business and the customer to prioritise enquiries appropriately
• Provide consistent and regular updates to users on any active issues they’re experiencing
• Meet all SLAs and goal targets set out by your leader
Job 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
- Robust medical, dental, vision offerings
- 401K with company match
- Flexible working and PTO
- Take your birthday off
- Frequent team building events
- Fantastic training and development opportunities
