Escalations Analyst

Actionstep is a pioneer in the development and sale of software-as-a-service (SaaS) products, specializing in the delivery of Legal Practice Management software. We are 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, and Australia, we are dedicated to helping thousands of lawyers worldwide run highly successful legal practices. 

We’re looking for an Escalations Analyst to join our fast-growing support team.   

Reporting to the Manager of Customer Support, you will be charged with providing exceptional customer service as an escalated contact point for our users, our customer support team, and various internal and external stakeholders to support the CRM platform we build, run and support in-house. 

To be successful in this role, you will have a minimum 3 years of demonstrable experience working in a customer facing role with technical SaaS support or cloud-based IT Helpdesk experience.  You are an expert problem solver with a sympathetic ear - you excel at taking on the more complex challenges and owning them through to resolution.  You’re technically minded and take to new systems with ease.  Your customer centricity is central to how you excel in the work you do, and supporting and resolving customers brings you as much satisfaction as it does to the users you support. The Escalations Analyst will manage a daily workflow of managing 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. 

Other responsibilities include: 

• Engaging with customers via inbound and outbound phone calls, escalated live chats and emails, ensuring your responses and resolutions are within an agreed 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. 

• Take on the challenge of resolving issues that have been identified as “trending” and act as the point person for the support team to liaise with engineering, product and other internal teams. 

• Adopt a “First Time Right” mindset to ensure the enquiry is resolved on the spot where possible. 

• Balance the needs of the business and the customer to prioritise tickets appropriately. 

• Setting realistic and correct expectations with the customer and stakeholders. 

• Flexible and adaptable to the changing needs of our business and customers. 

• Provide consistent and regular updates to our 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 your 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. 

This is a great opportunity for someone with great get-up-and-go and fantastic customer skills to join a tech company! 

Requirements

Essential 

• Minimum 3 years of customer-facing experience, in a SaaS environment, with experience in practice management or complex CRM tools. 

• 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. 

Favourable 

• 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. 

Who You Are: 

Compassionate: you get satisfaction out of helping other people and recognize that sometimes the best way to help is by listening and validating different experiences. 

Curious: you want to find the answers and will work all the angles to get it done. You go above and beyond with in-depth research and evaluation to solve complex problems. 

Results-Focused: you like to check things off your list and have a bias for action, using your decision- making prowess to make decisions quickly and solve problems. 

What You Will Do: 

Respond and manage to completion tickets created by our Certified Consulting Partners or escalated from Actionstep 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 our 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 Actionstep resources, contributing to team knowledge by submitting solutions in internal and external documentation.  

Benefits

We offer a fantastic and inspirational working environment! 

• Flexible working. 

• We are a team, we trust each other and we believe our best work happens when life & work is in good balance. 

• Wear what you like to work. 

• Take your birthday off. 

• Friday afternoon socials and frequent team building events, remote and in person. 

• Relaxed and friendly team. 

• Fantastic training and development opportunities