Customer Support Analyst
Core
Investigate and troubleshoot technical issues for legal practice management software, resolving customer enquiries through screen-sharing and deep platform understanding.
Role type
Senior IC customer support analyst (technical)
Builds
Resolved support tickets and documented knowledge base for Actionstep platform
Domain
Legal tech / SaaS
Deliverable
client delivery
Required skills
technical troubleshooting, screen-sharing, knowledge documentation, cross-functional collaboration, complex problem-solving, written/verbal communication
Preferred skills
SaaS/technology experience, accounting or legal sector experience, remote work experience
Responsibilities
manage customer support enquiries from contact to resolution, troubleshoot user-reported issues, run screen-sharing sessions, document solutions and interactions, collaborate with Product and Engineering teams
Seniority
Mid-level, hands-on IC
