Customer Support Analyst AccountingBookkeeping
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Job Location:
Monthly Salary:
Posted on:
31-10-2025
Vacancies:
1 Vacancy
Job Summary
The Customer Support Analyst will manage a daily workflow of managing live chats new and open tickets running screenshares with users to determine next steps on resolutions and working across the Customer and Support teams to document and share product knowledge.
- Respond to inbound live chats and emails within 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 nature of the query raised.
- Investigate and resolve inbound tickets through the use of outbound phone calls screen sharing session live chats or emails back to the original reporter.
- Resolve enquiries efficiently while addressing the core problem to solve for the customer.
- Adopt a First Time Right mindset to ensure the enquiry is resolved on the spot where possible.
- Escalate tickets when appropriate and with all relevant information to the suitable person/team; whether that be internally within the Support team externally to a third-party or across to our development teams.
- Balance 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.
- Provide consistent and regular updates to our users on any active issues theyre experiencing and help to represent the urgency of the user to internal teams.
- Meet all Service Level Agreements and goal targets set out by your leader to deliver an exceptional customer service experience focused around:
- Customer Satisfaction
- First Response Rate
- Average Response Time
- Escalation/resolution rates
- Responsiveness to customer enquiries
- Attention to detail when investigating issues
- Efficiency when managing multiple priorities
- Collaboration with other team members (inside support and other business units)
- Any relevant OKRs that are in place for the team
Requirements
- Post-Secondary Degree or Diploma in Information Technology Paralegal Legal Administrative Assistant Accounting or a related discipline of equivalent knowledge and experience.
- Understanding Bookkeeping concepts (double entry accounting billing bank rec)
- Minimum 3 years of customer-facing experience in a customer support/service or help desk role ideally supporting a SaaS technology platform.
- Previous experience working at Level 1 and Level 2 in a multi-leveled support team that is geographically distributed.
- An experienced 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 internal and external stakeholders and all levels of management.
- Technically minded - there isnt a platform that you cant jump in and understand within a short period of time.
- Ability to operate and succeed in an agile environment working cross-functionally to successfully deliver effective outcomes for our customers.
Benefits
What we offer in return:
- Robust medical dental vision offerings
- RRSB with company match
- Flexible workingand PTO
- Take your birthday off
- Frequent team building events
- Fantastic training and development opportunities
- $CAD Salary
Required Experience:
IC
Key Skills
- Internal Audit
- Accounting Tally
- Data Entry
- Compliance
- Accounting & Finance
- Oracle database
- GAAP
- General Ledger Accounting
- Communication
- External Audit
- MySQL
- MS SQL
- Microsoft offices
- Financial statement
- ACCA
About Company
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 peop ... View more
