Customer Support Specialist

Customer Happiness, Saas, Support

Customer Support Specialist

Customer Happiness, Saas, Support

Role Overview

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.

As a member of our Customer Support Team, you will be at the forefront of day-to-day customer engagement, communicating with our customers via online chat, email, and phone, to answer their questions and resolve their problems. You will work individually and in collaboration with other team members to solve problems and help our customers achieve the maximum value from our product. You thrive in a fast-paced environment and enjoy the satisfaction of providing first-class customer service.

The Role

  • Develop deep knowledge of Actionstep software
  • Answer how-to questions and help customers navigate a variety of tools within Actionstep
  • Diagnose software issues and engage with our product and engineering teams using established processes
  • Respond to chat, email, and phone correspondence to answer customer questions and solve product related issues in a timely manner.
  • Maintain regular correspondence with customers to ensure their technical issues are resolved.
  • Provide advice and guidance to help customers achieve maximum value from our product.
  • Perform other responsibilities and duties periodically as directed by your Actionstep Leader in order to meet operational and/or other requirements.

About You

  • A strong ‘people person’ with a ‘customer-first’ mindset.
  • Highly effective trouble-shooter and a natural problem solver.
  • Work optimally and efficiently in a fast-paced environment.
  • You take complete ownership and responsibility for your work and seek positive outcomes.
  • Fast learner. Ability to quickly understand complex products and technical environments.
  • Willingness and enthusiasm to learn new systems.
  • Relentless desire to continue learning and self-improvement.
  • Determination to commit effort and the passion to achieve set goals.

What we are specifically looking for?

  • 2+ years commercial experience in a customer-facing product support environment.
  • A university degree or equivalent from a recognized university (desirable but not essential).
  • Previous experience in supporting a SaaS environment (desirable).
  • Experience using help desk software and remote support tools, e.g. Zendesk, Intercom, LogMeIn, TeamView, etc.
  • Experience working in a team-oriented, collaborative environment.
  • Experience working with the Legal sector (desirable).
  • Have a clear, professional, and informative communication style
  • Interested in building technical skills and learning about HTML, CSS, APIs and more

Apply for this position

  • Location: Richmond, VA