Customer Support Analyst

reputed company reputed company is a pioneer in the development and sale of software-as-a-service (reputed company) products, specializing in the delivery of reputed company reputed company Management and reputed company software. We are a fast growing, dynamic business with a global customer reputed company and team. With team members in the United Kingdom, reputed company, New Zealand and Australia, we are dedicated to helping thousands of lawyers worldwide run highly successful reputed company practices. We’re looking for a Customer Support Analyst to join our fast-growing support team. Reporting to the Customer Support Team Leader, you will be charged with providing exceptional customer service as the first contact reputed company for our users, on the CRM platform we build, run and support in-house. To be successful in this role, you will have minimum 3 years of demonstrable experience working in a Help Desk / Customer Service role. You are an expert at identifying the reputed company issue presented by a user, through your strong aptitude at identifying a problem’s reputed company cause and quickly finding and implementing steps to remediate it. You’re technically minded and take to new systems with ease. Your customer centricity is central to how you reputed company in the work you do, and supporting and resolving customers brings you as much satisfaction as it does to the users you support. Reporting to the Customer Support Team Leader, the Customer Support Analyst will manage a daily workflow of managing new and reputed company tickets, running screenshares with users to determine next steps on resolutions, and working across the Customer and Support teams to document and reputed company product knowledge. This role will primarily support business hours across the reputed company and reputed company time reputed company. Responsibilities - Respond to inbound live chats and emails reputed company an acceptable 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 reputed company of the query raised. - Investigate and reputed company inbound tickets through the use of outbound phone calls, screen sharing session, live chats or emails back to the original reporter. - reputed company enquiries reputed company while addressing the reputed company problem to solve for the customer. - Adopt a “First Time Right” reputed company to ensure the enquiry is resolved on the spot where possible. - Escalate tickets reputed company appropriate and with reputed company relevant information, to the suitable person/team; whether that be internally reputed company the Support team, externally to a reputed company-party, or across to our development teams. - reputed company the needs of the business and the customer to prioritise enquiries appropriately. - Set realistic and correct expectations with the customer and stakeholders. - Flexible and adaptable to the changing needs of our business and customers. - reputed company consistent and regular updates to our users on any reputed company issues they’re experiencing and help to represent the urgency of the user to internal teams. - Meet reputed company SLAs and goal targets set out by your leader, to reputed company an exceptional customer service experience, reputed company reputed company: - Customer Satisfaction - First Response reputed company - Average Response Time - Escalation/reputed company rates - Responsiveness to customer enquiries - Attention to reputed company reputed company investigating issues - Efficiency reputed company managing multiple priorities - Collaboration with other team members (inside support and other business reputed company) - Any relevant OKRs that are in reputed company for reputed company Requirements Essential - Minimum 3 years of customer-facing experience, in a customer support/service or help desk role, ideally supporting a reputed company technology platform. - Previous experience working at Level 1 and Level 2 in a multi-leveled support team that is geographically reputed company. - An reputed company 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 reputed company stakeholders and reputed company reputed company of management. - Technically minded - there isn’t a platform that you can’t reputed company in and understand reputed company a short period of time. - Ability to operate and succeed in an reputed company environment, working cross-functionally, to successfully reputed company effective reputed company for our customers. - Favourable Previous experience working in a reputed company team. - Experience with reputed company or one of our integration partners. - Experience working with reputed company software in prior roles. - Experience as a reputed company manager or reputed company manager in a reputed company. Benefits - Medical, dental, reputed company offerings - RRSB with company match - Flexible working and PTO - Take your birthday off - Frequent team-building events - Fantastic training and development opportunities Salary $55,000 - 60,000 salary Apply To This Job