Customer Support Analyst SaaS
Job Description & How to Apply Below
As a Customer Support Analyst, you will serve as the first contact point for users of Actionstep’s in-house CRM platform. Reporting to the Customer Support Team Leader, you will manage tickets, run screen shares, and document product knowledge. The work supports legal practice management and accounting software for a global customer base.
Key Responsibilities:
Respond to inbound live chats and emails promptly
Manage tickets according to competing priorities
Investigate issues through calls, screen shares, chats, and emails
Resolve core customer problems efficiently and accurately
Escalate tickets with relevant information when appropriate
Requirements:
Minimum three years’ customer support or help desk experience
Experience supporting a SaaS technology platform
Level One and Level Two support experience
Strong technical, written, oral, and presentation skills
Availability during Pacific and Mountain business hours
Apply your SaaS support, troubleshooting, and communication skills to resolve Actionstep customer enquiries effectively.
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