Customer Support Analyst (Legal Accounting)

About the role

The organization develops and sells software-as-a-service (SaaS) products focused on Legal Practice Management and Accounting. Operating globally with teams in the United Kingdom, United States, New Zealand, and Australia, it supports thousands of lawyers in managing their legal practices effectively. The Customer Support Analyst role is designed to provide frontline support for the organization's in-house CRM platform. The position involves resolving user issues efficiently, managing incoming support tickets, and collaborating with internal teams to maintain and share product knowledge. This role is critical in ensuring a high-quality customer experience and supporting the operational success of the software platform.

Responsibilities

• Serve as the first point of contact for users via live chat and email
• Manage and prioritize a queue of support tickets
• Investigate and resolve tickets using phone calls, screen sharing, and emails
• Aim to resolve issues on first contact when possible
• Escalate tickets appropriately with comprehensive information
• Balance business and customer needs in prioritizing inquiries
• Set accurate expectations with customers and stakeholders
• Provide consistent updates on active issues
• Meet service level agreements and performance targets

Requirements

• At least 3 years of customer-facing experience in support or help desk roles, preferably with SaaS platforms
• Experience at Level 1 and Level 2 support in distributed teams
• Strong interpersonal skills and positive attitude
• Excellent communication skills across various stakeholders
• Technically adept and quick to learn new platforms
• Ability to work effectively in an agile, cross-functional environment

Pay

Salary range of 55,000 to 60,000

Benefits

• Medical, dental, and vision insurance
• 401(k) plan with company match
• Flexible working arrangements and paid time off
• Birthday leave
• Team-building events
• Training and development opportunities