Are you naturally curious, great with people and the kind of person who enjoys figuring out how things work?

We’re looking for a Customer Support Analyst to join our team in Auckland and become a trusted problem-solver for Actionstep customers.

This isn’t a scripted customer service role. You’ll investigate questions, troubleshoot technical issues, work directly with customers and build a deep understanding of the Actionstep platform. Some issues will have straightforward answers; others will require you to dig a little deeper, ask the right questions and work across teams to find the solution.

If you enjoy technology, genuinely like helping people and get satisfaction from turning a tricky problem into a great customer experience, this could be a great next step.

About the Role

As a Customer Support Analyst, you’ll help ensure our customers receive timely, thoughtful and effective support when they need it.

You’ll manage customer enquiries from initial contact through to resolution, using Actionstep resources, internal knowledge and your own curiosity to investigate and solve problems. You’ll also connect directly with customers through screen-sharing sessions when required and work closely with our wider Customer, Product and Engineering teams.

Just as importantly, you’ll help build our collective knowledge by documenting solutions and sharing what you learn with the wider team.

The underlying PD describes the role as managing new and open support tickets, running screenshares, troubleshooting user-reported issues and sharing product knowledge across the Customer and Support teams.

About Actionstep:

• Actionstep is a global pioneer in cloud-based Legal Practice Management software. Our platform helps thousands of law firms run more efficient, connected, and successful practices — from anywhere in the world.