Customer Support Analyst – Legal Accounting

This is a fully remote position, open to applicants in Canada.

📋 Description

• Deliver outstanding customer service as the initial point of contact for users on Actionstep’s proprietary CRM platform.

• Oversee daily operations of new and existing support tickets.

• Conduct screen-sharing sessions with users to identify resolution strategies.

• Address incoming live chats and emails promptly with informative, supportive, and sincere responses.

• Prioritize competing ticket demands to ensure critical issues receive the necessary support.

• Investigate and resolve tickets via outbound calls, screen-sharing, live chats, and email communications.

• Efficiently resolve inquiries by focusing on the customer’s primary concern.

• Utilize a “First Time Right” methodology to address inquiries immediately when feasible.

• Escalate tickets with pertinent details to the appropriate internal, third-party, or development teams.

• Balance the needs of the business and the customer when prioritizing inquiries.

• Set achievable expectations with customers and stakeholders.

• Provide regular updates on ongoing issues and convey user urgency to internal teams.

• Achieve SLAs, target goals, customer satisfaction, first response times, response rates, escalation/resolution metrics, attention to detail, efficiency, collaboration, and team OKR standards.

• Document and disseminate product knowledge across Customer and Support teams.

⛳️ Requirements

• At least 3 years of customer-facing experience in a customer support/service or help desk role, ideally within a SaaS technology environment.

• Prior experience at Level 1 and Level 2 in a multi-tiered support team that operates across different locations.

• A skilled people person; you are enjoyable to collaborate with and possess a proactive mindset.

• Exceptional oral, written, presentation, and communication abilities for interaction with both internal and external stakeholders at all management levels.

• Technically adept - you can quickly grasp and navigate any platform.

• Capable of thriving in an agile setting, collaborating cross-functionally to produce effective outcomes for our customers.

• Previous experience in a distributed team environment.

• Familiarity with Actionstep or one of our integration partners.

• Background in legal software roles in previous positions.

• Experience as a practice manager or operations manager in a law firm.

🏝️ Benefits

• Medical, dental, and vision plans.

• RRSB with company contribution matching.

• Flexible work arrangements and paid time off.

• Enjoy your birthday off.

• Regular team-building activities.

• Excellent training and development opportunities.