Customer Support Specialist

Actionstep Richmond , VA 23173

Posted 2 months ago

Actionstep is an award-winning, SaaS tech company, whose mission is to deliver the worlds 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.

As a member of our Product Support Team, you will be at the forefront of day-to-day customer engagement, communicating with our customers via online chat, email, and phone, to answer their questions and resolve their problems. You will work individually and in collaboration with other team members to solve problems and help our customers achieve the maximum value from our product. You thrive in a fast-paced environment and enjoy the satisfaction of providing first-class customer service.

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. Youll 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. Youll be a fast learner and relish the challenge of becoming the domain knowledge expert in your chosen areas.


  • 2+ years of customer service experience in any previous customer-facing role.
  • Previous help desk and support desk experience within the technology OR service industry is essential
  • Previous experience in supporting a SaaS environment (desirable).
  • Experience using help desk software and remote support tools, e.g. Zendesk, Intercom, LogMeIn, TeamViewer, etc.
  • You have a troubleshooting mindset and are 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.
  • Possess a hands-on, can-do, and knowledge sharing attitude.
  • Experience working in a team-oriented, collaborative environment.
  • Experience working with the Legal sector (desirable).


We offer a fantastic and inspirational working environment!

  • Wear what you like to work.
  • Take your birthday off.
  • Friday afternoon socials and frequent team building events.
  • Excellent location & fun office environment - converted warehouse in the heart of Scott's Addition
  • Fantastic career development opportunities.
  • Heathcare options
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Customer Support Specialist