Customer Support Analyst – Legal Accounting

🕒 September 2

🇨🇦 Canada – Remote

💵 $55k - $60k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 0%

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 within an acceptable timeframe with informative, helpful, and genuine responses. • Manage competing ticket priorities and ensure important issues receive the appropriate level of support. • Investigate and resolve tickets through outbound phone calls, screen-sharing sessions, live chats, and email. • Resolve enquiries efficiently by addressing the customer’s core problem. • Apply a “First Time Right” approach and resolve enquiries on the spot where possible. • Escalate tickets with relevant information to appropriate internal, third-party, or development teams. • Balance business and customer needs when prioritising enquiries. • Set realistic expectations with customers and stakeholders. • Provide regular updates on active issues and represent user urgency to internal teams. • Meet SLAs, goal targets, customer satisfaction, first response, response-time, escalation/resolution, responsiveness, attention-to-detail, efficiency, collaboration, and team OKR expectations. • Document and share product knowledge across Customer and Support teams.

🎯 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. • An experienced people person. You are a pleasure to work with and have a can-do attitude. • Excellent oral, written, presentation and communication skills, for use with both internal and external stakeholders and all levels of management. • Technically minded - there isn’t a platform that you can’t jump in and understand within a short period of time. • Ability to operate and succeed in an agile environment, working cross-functionally, to successfully deliver effective outcomes for our customers. • Previous experience working in a distributed team. • Experience with Actionstep or one of our integration partners. • Experience working with legal software in prior roles. • Experience as a practice manager or operations manager in a law firm.

🏖️ Benefits

• Medical, dental, vision offerings • RRSB with company match • Flexible working and PTO • Take your birthday off • Frequent team-building events • Fantastic training and development opportunities