Customer Support Analyst, Legal Accounting

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

📋 Description

• Deliver outstanding customer service as the primary 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 solutions.

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

• Prioritize ticket queues based on urgency and type of inquiry.

• Investigate and resolve tickets via phone calls, screen sharing, live chats, and email correspondence.

• Efficiently resolve inquiries while focusing on the customer's main issue.

• Escalate tickets containing pertinent information to internal support, third-party vendors, or development teams.

• Establish realistic expectations and provide regular updates to users and stakeholders.

• Achieve SLAs, customer satisfaction, response rates, resolution rates, responsiveness, efficiency, collaboration, and OKR objectives.

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

• Primarily provide support during business hours across the Pacific and Mountain time zones.

⛳️ Requirements

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

• Prior experience in Level 1 and Level 2 support within a geographically dispersed multi-tiered support team.

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

• Technically proficient and capable of quickly grasping new platforms.

• Ability to thrive in an agile environment, working collaboratively across functions to effectively achieve positive outcomes for customers.

• Previous experience in a distributed team setting is advantageous.

• Familiarity with Actionstep or its integration partners is considered a plus.

• Experience with legal software in previous roles is viewed favorably.

• Background as a practice manager or operations manager in a law firm is advantageous.

🏝️ Benefits

• Comprehensive medical, dental, and vision plans.

• 401K plan with company matching.

• Flexible working arrangements and paid time off.

• Enjoy your birthday off.

• Regular team-building events.

• Excellent training and development opportunities.