Resolve legal software questions as an Actionstep Customer Support Analyst using ticket investigation and clear 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.
Customer Support Analyst Legal Software in Calgary employer: Actionstep
Actionstep is an exceptional employer that fosters a dynamic and inclusive work culture, offering competitive benefits such as medical, dental, and vision coverage, along with flexible working arrangements and generous PTO. With a strong emphasis on employee growth through fantastic training opportunities, team-building events, and a supportive environment, Actionstep empowers its Customer Support Analysts to thrive while making a meaningful impact in the legal software industry across global time zones.
