Customer Support Analyst

🍊 Customer Support Analyst

🏢 Actionstep
📍 Remote (UK)
📄 Full-time

💡 About the Role

Actionstep develops SaaS software for law firms, helping legal teams manage cases, workflows, and operations.

They’re looking for a Customer Support Analyst to join their global support team and help customers troubleshoot issues, resolve tickets, and deliver excellent support.

🛠️ What You’ll Be Doing

• 💬 Respond to customer enquiries via live chat, email and screenshare

• 🎫 Manage and prioritise support tickets

• 🔍 Investigate issues and identify root causes

• 📞 Run screensharing sessions to troubleshoot with users

• 🐞 Document bugs and product issues for the product and engineering teams

• 📚 Contribute to knowledge base documentation

• 📊 Meet service targets such as SLA response times and customer satisfaction

• 🤝 Work closely with support, product and engineering teams

✅ Requirements

• 💼 3+ years experience in a help desk or customer service role

• 💬 Strong written and verbal communication

• 🧠 Strong problem-solving and analytical skills

• 💻 Comfortable learning new technical systems quickly

• ⚡ Ability to prioritise multiple support requests

• 🤝 Customer-focused mindset

🌟 What They’re Looking For

• 💙 Compassionate – enjoys helping people solve problems

• 🔎 Curious – willing to research and investigate issues

• 🎯 Results-focused – motivated to resolve problems quickly

🎁 Benefits

• ⚡ Flexible working

• 🎂 Birthday off

• 🥂 Friday socials and team events

• 🤝 Friendly, collaborative team culture

• 📚 Training and development opportunities

• 👕 Relaxed work environment