Customer Support Specialist NZ - August 2021
Actionstep, New Zealand
Job Description
Actionstep is a pioneer in the development and sale of software-as-a-service (SaaS) products, specialising in the delivery of Legal Practice Management software. We are a fast-growing, dynamic business with a global customer base and team.
As we continue to expand we are looking for a Customer Happiness Agent to join our Customer Support team in Auckland. With a strong customer mindset you will be at the forefront of day-to-day customer engagement, communicating with our customers via online chat, email, and phone, to make sure our customers get the maximum value from our product. You’ll do this by applying a deep understanding of our customers, their processes, our product and the systems we integrate with. You’ll identify customer needs and help customers use specific features to achieve desired outcomes.
About you...
You thrive in a fast-paced environment and enjoy the satisfaction of providing first-class customer service. You love supporting our customers and helping answer their questions and solving their problems. You’ll possess exceptional customer engagement and communication skills, having perfected the art of diplomacy and serenity in challenging situations. As someone who is emphatic, you will also be able to prioritise effectively and deliver with a sense of urgency. You’ll be a fast learner and relish the challenge of becoming the domain knowledge expert in your chosen areas.
What you need to know and what will make you successful
- 2+ years customer service experience in any previous customer-facing role.
- Previous help desk and support desk experience within the technology OR service industry is essential.
- Experience using help desk software and remote support tools, e.g. Zendesk, Intercom, LogMeIn, TeamViewer, etc.
- You have a troubleshooting mindset and be a natural problem solver.
- Exceptional customer engagement and communications skills, with an ability to be empathetic, will go a long way.
- Experience working in a team-oriented, collaborative environment.
- Accounting or finance knowledge is desirable.
- Experience working with 'Lawyers' in a service delivery role is desirable.
About Actionstep
Actionstep is an award-winning, SaaS tech company, whose mission is to deliver the world’s most advanced Legal Practice Management solution. We help our clients build thriving legal practices by creating awesome user experiences that lawyers love. We have teams of highly talented people across New Zealand, Australia, UK and USA working to delight thousands of lawyers worldwide who are running highly successful legal practices.
At Actionstep we pride ourselves on our rich and diverse company culture, which encourages cross-team collaboration and active participation throughout all of our channels and activities. Every team member is encouraged to provide feedback on working processes and, more often than not, this feedback is shaped into reality by our wonderful leadership team. No-one at Actionstep is too far from reach and we celebrate all of our successes as a team.
Benefits
- Flexible working.
- Wear what you like to work.
- Take your birthday off.
- Free fruit in the office daily.
- Friday afternoon socials and frequent team-building events.
- Outstanding offices in great locations being close to the Viaduct, Britomart, Commercial Bay, and the city centre.
- Relaxed and friendly team who genuinely care about each other
- Fantastic training and development opportunities.