Actionstep

Customer Support Analyst

Actionstep

full-time

Posted on:

Location Type: Remote

Location: Colorado • United States

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Salary

💰 $60,000 - $65,000 per year

About the role

  • Manage a daily workflow of managing live chats, new and open tickets
  • Running screenshares with users to determine next steps on resolutions
  • Respond to inbound live chats and emails within an acceptable timeframe
  • Manage a queue of tickets with competing priorities
  • Investigate and resolve inbound tickets through various means
  • Adopt a “First Time Right” mindset to ensure the enquiry is resolved on the spot where possible
  • Escalate tickets when appropriate
  • Balance the needs of the business and the customer to prioritise enquiries appropriately
  • Provide consistent and regular updates to users on any active issues they’re experiencing
  • Meet all SLAs and goal targets set out by your leader

Requirements

  • Post-Secondary Degree or Diploma in Information Technology, Paralegal, Legal Administrative Assistant, Accounting, or a related discipline of equivalent knowledge and experience.
  • Understanding Bookkeeping concepts (double entry accounting, billing, bank rec)
  • Minimum 3 years of customer-facing experience, in a customer support/service or help desk role, ideally supporting a SaaS technology platform.
  • 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.
Benefits
  • Robust medical, dental, vision offerings
  • 401K with company match
  • Flexible working and PTO
  • Take your birthday off
  • Frequent team building events
  • Fantastic training and development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supporthelp deskSaaS technologybookkeepingdouble entry accountingbillingbank reconciliationLevel 1 supportLevel 2 supportagile methodology
Soft Skills
communication skillsinterpersonal skillsproblem-solvingcustomer serviceteam collaborationcan-do attitudepresentation skillstime managementadaptabilityprioritization
Certifications
Post-Secondary DegreeDiploma in Information TechnologyDiploma in ParalegalDiploma in Legal Administrative AssistantDiploma in Accounting