Product Support Specialist

Product Support Specialist

Actionstep is an award-winning, SaaS tech company, whose mission is to deliver the world’s most advanced Legal Practice Management solution. We help our clients build thriving legal practices by creating awesome user experiences that lawyers love. We have teams of highly talented people across New Zealand, Australia, UK, and USA working to delight thousands of lawyers worldwide who are running highly successful legal practices.

Actionstep is currently undergoing a period of very rapid growth and we’re on the lookout for a talented Product Support Specialist to join our Customer Happiness Team. You’ll be working alongside a team of talented individuals who will coach and support you to become one of our leading product experts.

The Role

You’ll be at the forefront of day-to-day customer engagement, communicating with our customers via online chat, email, and phone, to make sure our customers get the maximum value from our product. You’ll do this by applying a deep understanding of our customers, their processes, our product and the systems we integrate with. You’ll identify customer needs and help customers use specific features to achieve desired outcomes.

About You

You thrive in a fast-paced environment and enjoy the satisfaction of providing first-class customer service. You love supporting our customers and helping answer their questions and solving their problems. You’ll possess exceptional customer engagement and communications skills, having perfected the art of diplomacy and serenity in challenging situations. You’ll be a fast learner and relish the challenge of becoming the domain knowledge expert in your chosen areas.

What are we specifically looking for?

  • 2+ years commercial experience in a customer-facing product support environment.

  • Previous experience in supporting a SaaS environment (highly desirable).

  • You have a strong troubleshooting mindset and be a natural problem solver.

  • Exceptional customer engagement and communications skills.

  • Experience using help desk software and remote support tools, e.g. Zendesk, Intercom, LogMeIn, TeamViewer, etc.

  • Experience working in a team-oriented, collaborative environment.

  • Experience working with the Legal sector (desirable).

  • Possess a hands-on, can-do, and knowledge sharing attitude. You get things done.

Apply for this position

  • Location: Auckland Central, NZ