Customer Support Analyst (Legal Accounting)

Actionstep

Calgary, CAN

Full-time

Entry

Onsite

CAD 55,000 to CAD 60,000.

Discovered 2 weeks ago

Customer supportHelp desk supportSaaS platformsLevel 1 supportLevel 2 supportTicket management

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About Actionstep

Actionstep develops and sells SaaS products for legal practice management and accounting.

The company supports a global customer base with team members across the United Kingdom, United States, New Zealand, and Australia.

Role Overview

Actionstep is hiring a Customer Support Analyst for its support team.

The role is the first contact point for users of the company's in-house CRM platform.

The position reports to the Customer Support Team Leader and primarily supports Pacific and Mountain time zones.

Responsibilities

Respond to inbound live chats and emails within expected timeframes.
Manage competing ticket priorities and investigate issues through calls, screen sharing, chats, and email.
Resolve customer enquiries efficiently and escalate issues with complete information when appropriate.
Provide updates on active issues and communicate customer urgency to internal teams.
Meet service-level agreements and targets for satisfaction, response rates, resolution, responsiveness, and collaboration.

Essential Requirements

Minimum 3 years of customer-facing experience in customer support, customer service, or help desk work, ideally for a SaaS platform.
Experience working at Level 1 and Level 2 in a geographically distributed, multi-level support team.
Strong oral, written, presentation, and communication skills.
Technical aptitude, adaptability, and the ability to learn new systems quickly.
Ability to work cross-functionally in an agile environment.

Favourable Qualifications

Previous experience working in a distributed team.
Experience with Actionstep or an integration partner.
Experience with legal software.
Experience as a practice manager or operations manager in a law firm.

Benefits

Medical, dental, and vision offerings.
RRSP with company match, flexible working, and paid time off.
Birthday leave, team-building events, and training and development opportunities.

Compensation

The posting lists a salary range of CAD 55,000 to CAD 60,000.

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