Resolve legal software questions as an Actionstep Customer Support Analyst using ticket investigation and transparent 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.
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