Customer Support Analyst

About the role

Actionstep, a global pioneer in cloud-based Legal Practice Management software, is looking for a Customer Support Analyst to join its team in Perth. This is not a scripted customer service role: you will investigate questions, troubleshoot technical issues, work directly with customers and build a deep understanding of the Actionstep platform. You will manage enquiries from first contact through to resolution, run screen-sharing sessions when needed and share product knowledge with the wider team.

Key responsibilities

• Manage new and open support tickets, troubleshooting user-reported issues and resolving them with timely, clear solutions.
• Run screen-sharing sessions to understand problems and guide customers through solutions.
• Build knowledge of Actionstep through training, research and hands-on problem solving.
• Document customer interactions, issues and resolutions so the wider team can benefit.
• Work with the Customer, Product and Engineering teams to solve problems and improve the customer experience.

Required profile

• Experience in a customer-facing role such as application support, technical support or help desk.
• Excellent written and verbal communication with attention to detail.
• Ability to learn, understand and explain technical concepts to different audiences.
• Strong general computer skills and confidence learning new software and systems.
• Ability to manage multiple priorities and organise your workload.
• Remote work experience, within SaaS/technology, accounting or the legal sector is an advantage but not essential.
• Suitable employment checks, including confirmation of right to work in Australia and a background check.

What we offer

• Hybrid work: a blend of in-office and remote work.
• Modern offices in a central location.
• Inclusive, supportive culture and relaxed dress code.
• Birthday leave and regular team events.
• Professional development through training, mentoring and internal growth opportunities.