Customer Support Analyst

Job Summary

To support a growing customer base, the full-time remote Customer Support Analyst will manage a queue of support tickets, conduct screen sharing sessions with users, and collaborate with the Customer and Support teams to resolve inquiries related to the Legal Practice Management and Accounting software.

Key responsibilities

• Respond to inbound live chats and emails promptly, providing informative and helpful assistance
• Investigate and resolve support tickets using various communication methods, ensuring efficient problem-solving
• Collaborate with internal teams to escalate issues and provide regular updates to users on active concerns

Required qualifications

• Minimum 3 years of customer-facing experience in a support/service or help desk role, preferably with a SaaS platform
• Experience working at Level 1 and Level 2 in a geographically distributed support team
• Strong technical aptitude with the ability to quickly understand new platforms
• Ability to operate effectively in an agile environment and work cross-functionally
• Excellent communication skills for interaction with stakeholders at all levels