Actionstep is a pioneer in the development and sale of software-as-a-service (SaaS) products, specializing in the delivery of Legal Practice 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, and Australia, we are dedicated to helping thousands of lawyers worldwide run highly successful legal practices.
We’re looking for an Escalations Analyst to join our fast-growing support team.
Reporting to the Manager of Customer Support, you will be charged with providing exceptional customer service as an escalated contact point for our users, our customer support team, and various internal and external stakeholders to support the CRM platform we build, run and support in-house.
To be successful in this role, you will have a minimum 3 years of demonstrable experience working in a customer facing role with technical SaaS support or cloud-based IT Helpdesk experience. You are an expert problem solver with a sympathetic ear - you excel at taking on the more complex challenges and owning them through to resolution. 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. The Escalations 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.
Other responsibilities include:
This is a great opportunity for someone with great get-up-and-go and fantastic customer skills to join a tech company!
Essential
Favourable
Who 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.
Curious: you want to find the answers and will work all the angles to get it done. You go above and beyond with in-depth research and evaluation to solve complex problems.
Results-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.
What You Will Do:
Respond and manage to completion tickets created by our Certified Consulting Partners or escalated from Actionstep 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.
Research 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.
Schedule and complete troubleshooting screenshare video calls with users when necessary or assist Support Analysts, using excellent business etiquette and customer management skills to achieve high customer satisfaction.
Manage and complete advanced tasks (system updates, etc) as requested.
Maintain and increase advanced product knowledge through training and active research across Actionstep resources, contributing to team knowledge by submitting solutions in internal and external documentation.
We offer a fantastic and inspirational working environment!
If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.
Actionstep is a legal practice management software to organize legal work, drive collaboration, and simplify admin.
7 jobsSubscribe to Rise newsletter