{"schemaVersion":"jobsearcher.job.v1","id":"e3921d3c58d4d41ca97dc62e","url":"https://jobsearcher.com/jobs/e3921d3c58d4d41ca97dc62e","canonicalUrl":"https://jobsearcher.com/jobs/e3921d3c58d4d41ca97dc62e","title":"Customer Support Analyst","description":"Actionstepis a pioneer in the development and sale of software-as-a-service (SaaS) products, specializing in the delivery of LegalAccounting &Management software. We are a fast growing, dynamic business with a global customer base and team. Headquartered in Auckland, New Zealand, with team members in the United Kingdom, United States,Canadaand Australia, we are dedicated to helping thousands of lawyers worldwide run highly successfullegal practices.\r\nWe're looking for a Customer Support Analyst to join our fast-growing support team.\r\nTo 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 customercentricity 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.\r\nReporting to the Customer SupportTeam Lead, the Customer Support Analyst will manage a daily workflow of managing live chats, 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.\r\nOther responsibilities include: Respond to inbound live chats and emails within an acceptable timeframe and with a response that is informative, helpful, and genuine.\r\nManage a queue of tickets with competing priorities, to ensure those of most importance are addressed first and receive the right level of support, dependent on the nature of the query raised.\r\nInvestigate and resolve inbound tickets through the use of outbound phone calls, screen sharing session, live chats or emails back to the original reporter.\r\nResolve enquiries efficiently while addressing the core problem to solve for the customer.\r\nAdopt a \"First Time Right\" mindset to ensure the enquiry is resolved on the spot where possible.\r\nEscalate tickets when appropriate and with all relevant information, to the suitable person/team; whether that be internally within the Support team, externally to a third-party, or across to our development teams.\r\nBalance the needs of the business and the customer to prioritise enquiries appropriately.\r\nSet realistic and correct expectations with the customer and stakeholders.\r\nFlexible and adaptable to the changing needs of our business and customers.\r\nProvide consistent and regular updates to our users on any active issues they're experiencing and help to represent the urgency of the user to internal teams.\r\nMeet all SLAs and goal targets set out by your leader, to deliver an exceptional customer service experience, focused around:\r\nCustomer Satisfaction\r\nFirst Response Rate\r\nAverage Response Time\r\nEscalation/resolution rates\r\nResponsiveness to customer enquiries\r\nAttention to detail when investigating issues\r\nEfficiency when managing multiple priorities\r\nCollaboration with other team members (inside support and other business units)\r\nAny relevant OKRs that are in place for the team\r\nEssential Post-Secondary Degree or Diploma in Information Technology, Paralegal, Legal Administrative Assistant, Accounting, or a related discipline of equivalent knowledge and experience.\r\nUnderstanding Bookkeeping concepts (double entry accounting, billing, bank rec)\r\nMinimum 3 years of customer-facing experience, in a customer support/service or help desk role, ideally supporting a SaaS technology platform.\r\nPrevious experience working at Level 1 and Level 2 in a multi-leveled support team that is geographically distributed.\r\nAn experienced people person. You are a pleasure to work with and have a can-do attitude.\r\nExcellent oral, written, presentation and communication skills, for use with both internal and external stakeholders and all levels of management.\r\nTechnically minded - there is n't a platform that you can't jump in and understand within a short period of time.\r\nAbility to operate and succeed in an agile environment, working cross-functionally, to successfully deliver effective outcomes for our customers.\r\nWho 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.\r\nCurious: you want to find the answers and will work all the angles to get it done. You go above and beyondwith in-depth research and evaluation to solve complex problems.\r\nResults-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.\r\nWhat You Will Do: Respond and manage to completion tickets created by our Certified Consulting Partners or escalated from Legal Accounting 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.\r\nResearch 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.\r\nSchedule and complete troubleshooting screenshare video calls with users when necessary orassist Support Analysts, using excellent business etiquette and customer management skills to achieve high customer satisfaction.\r\nManage and complete advanced tasks (system updates,etc) as requested.\r\nMaintain and increase advanced product knowledge through training and active research across Actionstep Practice Management and Legal Accounting resources, contributing to team knowledge by submitting solutions in internal and external documentation.\r\nWe have a fantastic and inspirational working environment!\r\nBenefits Robust medical, dental, vision offerings\r\n401K with company match\r\nFlexible working and PTO\r\nTake your birthday off\r\nFrequent team building events\r\nFantastic training and development opportunities\r\n60-65k salary range\r\nJ-18808-Ljbffr","company":"Actionstep Group","rawCompany":"actionstep group","city":"Denver","state":"CO","isRemote":false,"isActive":false,"createdAt":"2026-04-09T15:39:50.506Z","occupations":[{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"},{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"},{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"}],"industries":[{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Customer Support Analyst","description":"Actionstepis a pioneer in the development and sale of software-as-a-service (SaaS) products, specializing in the delivery of LegalAccounting &Management software. We are a fast growing, dynamic business with a global customer base and team. Headquartered in Auckland, New Zealand, with team members in the United Kingdom, United States,Canadaand Australia, we are dedicated to helping thousands of lawyers worldwide run highly successfullegal practices.\r\nWe're looking for a Customer Support Analyst to join our fast-growing support team.\r\nTo 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 customercentricity 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.\r\nReporting to the Customer SupportTeam Lead, the Customer Support Analyst will manage a daily workflow of managing live chats, 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.\r\nOther responsibilities include: Respond to inbound live chats and emails within an acceptable timeframe and with a response that is informative, helpful, and genuine.\r\nManage a queue of tickets with competing priorities, to ensure those of most importance are addressed first and receive the right level of support, dependent on the nature of the query raised.\r\nInvestigate and resolve inbound tickets through the use of outbound phone calls, screen sharing session, live chats or emails back to the original reporter.\r\nResolve enquiries efficiently while addressing the core problem to solve for the customer.\r\nAdopt a \"First Time Right\" mindset to ensure the enquiry is resolved on the spot where possible.\r\nEscalate tickets when appropriate and with all relevant information, to the suitable person/team; whether that be internally within the Support team, externally to a third-party, or across to our development teams.\r\nBalance the needs of the business and the customer to prioritise enquiries appropriately.\r\nSet realistic and correct expectations with the customer and stakeholders.\r\nFlexible and adaptable to the changing needs of our business and customers.\r\nProvide consistent and regular updates to our users on any active issues they're experiencing and help to represent the urgency of the user to internal teams.\r\nMeet all SLAs and goal targets set out by your leader, to deliver an exceptional customer service experience, focused around:\r\nCustomer Satisfaction\r\nFirst Response Rate\r\nAverage Response Time\r\nEscalation/resolution rates\r\nResponsiveness to customer enquiries\r\nAttention to detail when investigating issues\r\nEfficiency when managing multiple priorities\r\nCollaboration with other team members (inside support and other business units)\r\nAny relevant OKRs that are in place for the team\r\nEssential Post-Secondary Degree or Diploma in Information Technology, Paralegal, Legal Administrative Assistant, Accounting, or a related discipline of equivalent knowledge and experience.\r\nUnderstanding Bookkeeping concepts (double entry accounting, billing, bank rec)\r\nMinimum 3 years of customer-facing experience, in a customer support/service or help desk role, ideally supporting a SaaS technology platform.\r\nPrevious experience working at Level 1 and Level 2 in a multi-leveled support team that is geographically distributed.\r\nAn experienced people person. You are a pleasure to work with and have a can-do attitude.\r\nExcellent oral, written, presentation and communication skills, for use with both internal and external stakeholders and all levels of management.\r\nTechnically minded - there is n't a platform that you can't jump in and understand within a short period of time.\r\nAbility to operate and succeed in an agile environment, working cross-functionally, to successfully deliver effective outcomes for our customers.\r\nWho 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.\r\nCurious: you want to find the answers and will work all the angles to get it done. You go above and beyondwith in-depth research and evaluation to solve complex problems.\r\nResults-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.\r\nWhat You Will Do: Respond and manage to completion tickets created by our Certified Consulting Partners or escalated from Legal Accounting 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.\r\nResearch 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.\r\nSchedule and complete troubleshooting screenshare video calls with users when necessary orassist Support Analysts, using excellent business etiquette and customer management skills to achieve high customer satisfaction.\r\nManage and complete advanced tasks (system updates,etc) as requested.\r\nMaintain and increase advanced product knowledge through training and active research across Actionstep Practice Management and Legal Accounting resources, contributing to team knowledge by submitting solutions in internal and external documentation.\r\nWe have a fantastic and inspirational working environment!\r\nBenefits Robust medical, dental, vision offerings\r\n401K with company match\r\nFlexible working and PTO\r\nTake your birthday off\r\nFrequent team building events\r\nFantastic training and development opportunities\r\n60-65k salary range\r\nJ-18808-Ljbffr","datePosted":"2026-04-09T15:39:50.506Z","dateModified":"2026-04-09T15:39:50.506Z","hiringOrganization":{"@type":"Organization","name":"Actionstep Group","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Denver","addressRegion":"CO","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"e3921d3c58d4d41ca97dc62e"},"url":"https://jobsearcher.com/jobs/e3921d3c58d4d41ca97dc62e"}}