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Customer Support Analyst
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Job Description
- Req#: CDD3029730
Employer Industry: Software as a Service (SaaS) for Legal Accounting & Management
Why consider this job opportunity:
- Salary range of $60,000 to $65,000
- Robust medical, dental, and vision benefits
- 401K plan with company match
- Flexible working hours and paid time off (PTO)
- Opportunities for training and development to enhance your skills
- A vibrant and supportive work environment with frequent team-building events
What to Expect (Job Responsibilities):
- Respond to inbound live chats and emails promptly, providing informative and helpful responses
- Manage a queue of support tickets, prioritizing based on urgency and nature of the queries
- Investigate and resolve tickets using various communication methods, including screen sharing and phone calls
- Maintain a "First Time Right" approach to efficiently resolve customer inquiries
- Collaborate with internal teams and escalate issues as necessary to ensure customer satisfaction
What is Required (Qualifications):
- Post-Secondary Degree or Diploma in Information Technology, Paralegal, Legal Administrative Assistant, Accounting, or related field
- Minimum of 3 years of customer-facing experience in a support/service or help desk role, ideally in a SaaS environment
- Previous experience working at Level 1 and Level 2 in a geographically distributed support team
- Excellent oral, written, and communication skills for interacting with stakeholders at all levels
- Strong technical aptitude with the ability to quickly understand new platforms
How to Stand Out (Preferred Qualifications):
- Experience in bookkeeping concepts, including double-entry accounting and bank reconciliation
- Proven ability to work effectively in an agile environment and cross-functionally
- A positive, can-do attitude and strong interpersonal skills
#SaaS #CustomerSupport #LegalAccounting #CareerOpportunity #TeamBuilding
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