Customer Support Analyst, Legal Accounting

🕒 September 10

⛰️ Colorado – Remote

⛰️ Colorado – Remote

💵 $55k - $60k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 1%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Actionstep

WebsiteLinkedInAll Job Openings

51 - 200 employees

⚖️ Legal

☁️ SaaS

💰 Venture Round on 2020-09

Legal • SaaS • Legal Services

Actionstep is a modern, adaptable law firm management platform that provides midsize law firms with tools to transform their practices into top-performing businesses. With features like document automation, client intake, workflow automation, and comprehensive legal accounting, Actionstep helps firms work efficiently, delight clients, manage profitability, grow sustainably, and oversee operations. The platform incorporates AI to streamline legal processes, improve time capture, client intake, filing, and administration, while safeguarding client and firm data. Actionstep supports various areas of law practice such as bankruptcy, family, and litigation law, and integrates with Microsoft Office 365 to enhance productivity across legal operations.

📋 Description

• Provide exceptional customer service as the first contact point for users on Actionstep’s in-house CRM platform. • Manage daily workflows of new and open support tickets. • Run screen-sharing sessions with users to determine resolution steps. • Respond to inbound live chats and emails with informative, helpful, and genuine responses. • Prioritize ticket queues according to urgency and query type. • Investigate and resolve tickets through phone calls, screen sharing, live chats, and email. • Resolve enquiries efficiently while addressing the customer’s core problem. • Escalate tickets with relevant information to internal support, third-party providers, or development teams. • Set realistic expectations and provide regular updates to users and stakeholders. • Meet SLAs, customer satisfaction, response-rate, resolution-rate, responsiveness, efficiency, collaboration, and OKR targets. • Document and share product knowledge across Customer and Support teams. • Primarily support business hours across Pacific and Mountain time zones.

🎯 Requirements

• Minimum 3 years of customer-facing experience, in a customer support/service or help desk role, ideally supporting a SaaS technology platform. • Previous experience working at Level 1 and Level 2 in a multi-leveled support team that is geographically distributed. • Excellent oral, written, presentation and communication skills, for use with both internal and external stakeholders and all levels of management. • Technically minded and able to understand new platforms within a short period of time. • Ability to operate and succeed in an agile environment, working cross-functionally, to successfully deliver effective outcomes for customers. • Previous experience working in a distributed team (favourable). • Experience with Actionstep or one of its integration partners (favourable). • Experience working with legal software in prior roles (favourable). • Experience as a practice manager or operations manager in a law firm (favourable).

🏖️ Benefits

• Robust medical, dental, vision offerings • 401K with company match • Flexible working and PTO • Take your birthday off • Frequent team building events • Fantastic training and development opportunities