Customer Escalations Support Analyst

Actionstep is a pioneer in the development and sale of software-as-a-service (SaaS) products, specialising in the delivery of Legal Practice Management software. We are a fast growing, dynamic business with a global customer base and team. With team members in New Zealand, Australia, United Kingdom, United States, and Canada, we are dedicated to helping thousands of lawyers worldwide run highly successful legal practices.We are looking for an Escalations Support Analyst who is passionate about technology and thrives in a fast-paced environment to join our dynamic Support Team. The ideal candidate will bring a strong technical background, excellent problem-solving skills, and a commitment to providing outstanding customer support.Reporting to the Customer Support Team Leader, you will serve as an escalated contact point for our users, our customer support team, and various internal and external stakeholders to support the CRM platform we build, run and support in-house.The ideal candidate for this role will have a minimum 3 years of demonstrable experience working in a customer facing role with technical SaaS support or cloud-based IT Helpdesk experience and be an expert problem solver with a sympathetic ear. They will excel at taking on the more complex challenges and owning them through to resolution. Customer centricity is central to this role and supporting and resolving issues will bring as much satisfaction to the Analyst as the users who we are supporting.This is a great opportunity for someone with great get-up-and-go and fantastic customer skills to join a tech company!What You Will Do:

• Respond and manage to completion tickets created by our Certified Consulting Partners or escalated from Actionstep Support Analysts across a variety of topics in time-sensitive situations, providing advanced technical research and support with thoughtful, concise messages that provide expert solutions to our users.
• Research and write detailed bug reports used by the Product and Engineering teams to address product issues, working with both teams to answer advanced technical questions.
• Schedule and complete troubleshooting screenshare video calls with users when necessary or assist Support Analysts, using excellent business etiquette and customer management skills to achieve high customer satisfaction.
• Manage and complete advanced tasks (system updates, etc) as requested.
• Maintain and increase advanced product knowledge through training and active research across Actionstep resources, contributing to team knowledge by submitting solutions in internal and external documentation.

Who You Are:Compassionate: You get satisfaction out of helping other people and recognize that sometimes the best way to help is by listening and validating different experiences.Curious: You want to find the answers and will work all the angles to get it done. You go above and beyond with in-depth research and evaluation to solve complex problems.Technically minded: There isn’t a platform that you can’t jump in and understand within a short period of time.Results-Focused: You like to check things off your list and have a bias for action, using your decision- making prowess to make decisions quickly and solve problems.Adaptable: Technology is constantly evolving and you are able to adapt and learn new tools and techniques to keep in line with changing needs.RequirementsWhat you need to know and what will make you successful!Essential:

• Minimum 3 years of customer-facing experience, in a SaaS environment, with experience in practice management or complex CRM tools.
• An experienced people person with a can-do attitude.
• Excellent oral, written, presentation and communication skills, for use with both internal and external stakeholders and all levels of management.
• Ability to operate and succeed in an agile environment, working cross-functionally, to successfully deliver effective outcomes for our customers.
• Suitable Background Check.

Desirable:

• Previous experience working in a distributed team.
• Experience with Actionstep or one of our integration partners.
• Experience working with legal software in prior roles.
• Experience as a practice manager or operations manager in a law firm.

BenefitsWe offer a fantastic and inspirational working environment!

• Flexible working.
• We are a team, we trust each other and we believe our best work happens when life & work is in good balance.
• Wear what you like to work.
• Take your birthday off.
• Unlimited Annual Leave.
• Social and team building events both remote and in person.
• Relaxed and friendly team.
• Fantastic training and development opportunities.