Resolve legal software questions as an Actionstep Customer Support Analyst using ticket investigation and explicit customer communication. Support Pacific and Mountain business hours.
Reporting to the Customer Support Team Leader, you will serve as the first contact for users on Actionstep's in-house CRM platform. The work includes ticket management, screen sharing, root-cause analysis, and collaboration across Customer and Support teams. You will document and share product knowledge while delivering helpful responses through live chat and email.
Key Responsibilities:
- Manage ticket queues with competing priorities and appropriate support levels
- Investigate tickets through calls, screen sharing, chats, and emails
- Resolve core customer problems efficiently using First Time Right
- Escalate issues with relevant information to suitable teams
- Provide updates while meeting service levels and team targets
Requirements:
- Minimum three years' customer support, service, or help desk experience
- Accounting or bookkeeping coursework, credentials, or one year's experience
- Level One and Level Two support experience in distributed teams
- Excellent oral, written, presentation, and communication skills
- Availability during Pacific and Mountain time zone business hours
Bring technical problem solving, accounting knowledge, and customer service experience to Actionstep's legal software support team.