RemoteFull TimeAccountingCustomer Relationship Management
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Mountain TimeDental InsuranceMedical InsuranceTime Off: Paid (PTO)Vision InsuranceCareer Development
Actionstep is a pioneer in the development and sale of software-as-a-service (SaaS) products, specializing in the delivery of Legal Practice Management and Accounting software. We are a fast growing, dynamic business with a global customer base and team. With team members in the United Kingdom, United States, New Zealand and Australia, we are dedicated to helping thousands of lawyers worldwide run highly successful legal practices.
We’re looking for a Customer Support Analyst to join our fast-growing support team.
Reporting to the Customer Support Team Leader, you will be charged with providing exceptional customer service as the first contact point for our users, on the CRM platform we build, run and support in-house.
To be successful in this role, you will have minimum 3 years of demonstrable experience working in a Help Desk / Customer Service role. You are an expert at identifying the root issue presented by a user, through your strong aptitude at identifying a problem’s root cause and quickly finding and implementing steps to remediate it. You’re technically minded and take to new systems with ease. Your customer centricity is central to how you excel in the work you do, and supporting and resolving customers brings you as much satisfaction as it does to the users you support.
Reporting to the Customer Support Team Leader, the Customer Support Analyst will manage a daily workflow of managing new and open tickets, running screenshares with users to determine next steps on resolutions, and working across the Customer and Support teams to document and share product knowledge.
This role will primarily support business hours across the Pacific and Mountain time zones.
Respond to inbound live chats and emails within an acceptable timeframe and with a response that is informative, helpful, and genuine.
Requirements
Essential
- Minimum 3 years of customer-facing experience, in a customer support/service or help desk role, ideally supporting a SaaS technology platform.
- Diploma, certificate, or coursework in accounting or bookkeeping, or at least 1 year of hands-on bookkeeping or accounting experience
- 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.
- Available during Pacific and Mountain time zone business hours.
Favourable
- 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.
- Understanding of accounts payable/receivable, bank reconciliations, and month-end close. A diploma or certification in accounting is an asset.
Benefits
- Medical, dental, vision offerings
- RRSB with company match
- Flexible working and PTO
- Take your birthday off
- Frequent team-building events
- Fantastic training and development opportunities
- $55,000 - 60,000 salary
Actionstep welcomes and encourages applications from people with disabilities. Accommodations are available on request for any part of the recruitment process, please email hr@actionstep.com. All requests are kept confidential.
