Customer Support Analyst

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About the Opportunity

The company is a pioneer in the development and sale of software-as-a-service (SaaS) products, specializing in the delivery of Legal Accounting & Management software. This is a fast-growing, dynamic business with a global customer base and team. Headquartered in Auckland, New Zealand, with team members in the United Kingdom, United States, Canada, and Australia, the organization is dedicated to helping thousands of lawyers worldwide run highly successful legal practices.

The team is looking for a Customer Support Analyst to join its fast-growing support team.

To be successful in this role, candidates will have a minimum of 3 years of demonstrable experience working in a Help Desk / Customer Service role. They will be experts at identifying the root issue presented by a user, through a strong aptitude for identifying a problem’s root cause and quickly finding and implementing steps to remediate it. Candidates should be technically minded and take to new systems with ease. Customer centricity is central to how candidates excel in the work they do, and supporting and resolving customers brings as much satisfaction as it does to the users supported.

Reporting to the Customer Support Team Lead, the Customer Support Analyst will manage a daily workflow of managing live chats, new and open tickets, running screenshares with users to determine next steps on resolutions, and working across the Customer and Support teams to document and share product knowledge.

Key Responsibilities

• Respond to inbound live chats and emails within an acceptable timeframe and with a response that is informative, helpful, and genuine.
• Manage a queue of tickets with competing priorities, to ensure those of most importance are addressed first and receive the right level of support, dependent on the nature of the query raised.
• Investigate and resolve inbound tickets through the use of outbound phone calls, screen sharing sessions, live chats, or emails back to the original reporter.
• Resolve inquiries efficiently while addressing the core problem to solve for the customer.
• Adopt a “First Time Right” mindset to ensure the inquiry is resolved on the spot where possible.
• Escalate tickets when appropriate and with all relevant information, to the suitable person/team; whether that be internally within the Support team, externally to a third-party, or across to development teams.
• Balance the needs of the business and the customer to prioritize inquiries appropriately.
• Set realistic and correct expectations with the customer and stakeholders.
• Be flexible and adaptable to the changing needs of the business and customers.
• Provide consistent and regular updates to users on any active issues they’re experiencing and help to represent the urgency of the user to internal teams.
• Meet all SLAs and goal targets set out by the leader, to deliver an exceptional customer service experience, focused around:
• Customer Satisfaction
• First Response Rate
• Average Response Time
• Escalation/resolution rates
• Responsiveness to customer enquiries
• Attention to detail when investigating issues
• Efficiency when managing multiple priorities
• Collaboration with other team members (inside support and other business units)
• Any relevant OKRs that are in place for the team

Required Qualifications

• Post-Secondary Degree or Diploma in Information Technology, Paralegal, Legal Administrative Assistant, Accounting, or a related discipline of equivalent knowledge and experience.
• Understanding of Bookkeeping concepts (double entry accounting, billing, bank rec).
• 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. Candidates should be 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 cannot be understood 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.

Who You Are:

• Compassionate: Candidates get satisfaction out of helping other people and recognize that sometimes the best way to help is by listening and validating different experiences.
• Curious: Candidates want to find the answers and will work all the angles to get it done. They go above and beyond with in-depth research and evaluation to solve complex problems.
• Results-Focused: Candidates like to check things off their list and have a bias for action, using their decision-making prowess to make decisions quickly and solve problems.

What You Will Do:

• Respond and manage to completion tickets created by Certified Consulting Partners or escalated from Legal Accounting Support Analysts across a variety of topics in time-sensitive situations, providing advanced technical research and support with thoughtful, concise messages that provide expert solutions to users.
• Research and write detailed bug reports used by the Product and Engineering teams to address product issues, working with both teams to answer advanced technical questions.
• Schedule and complete troubleshooting screenshare video calls with users when necessary or assist Support Analysts, using excellent business etiquette and customer management skills to achieve high customer satisfaction.
• Manage and complete advanced tasks (system updates, etc) as requested.
• Maintain and increase advanced product knowledge through training and active research across Practice Management and Legal Accounting resources, contributing to team knowledge by submitting solutions in internal and external documentation.

Benefits

The organization has a fantastic and inspirational working environment!

• 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
• 60-65k salary range

The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.