Customer Support Analyst | East Coast Australia | Legal Tech

Are you naturally curious, great with people and the kind of person who enjoys figuring out how things work?

We’re looking for a Customer Support Analyst to join our team and become a trusted problem-solver for Actionstep customers.

This isn’t a scripted customer service role. You’ll investigate questions, troubleshoot technical issues, work directly with customers and build a deep understanding of the Actionstep platform. Some issues will have straightforward answers; others will require you to dig a little deeper, ask the right questions and work across teams to find the solution.

If you enjoy technology, genuinely like helping people and get satisfaction from turning a tricky problem into a great customer experience, this could be a great next step.

About the Role

As a Customer Support Analyst, you’ll help ensure our customers receive timely, thoughtful and effective support when they need it.

You’ll manage customer enquiries from initial contact through to resolution, using Actionstep resources, internal knowledge and your own curiosity to investigate and solve problems. You’ll also connect directly with customers through screen-sharing sessions when required and work closely with our wider Customer, Product and Engineering teams.

Just as importantly, you’ll help build our collective knowledge by documenting solutions and sharing what you learn with the wider team.

The underlying PD describes the role as managing new and open support tickets, running screenshares, troubleshooting user-reported issues and sharing product knowledge across the Customer and Support teams.

About Actionstep:

Actionstep is a global pioneer in cloud-based Legal Practice Management software. Our platform helps thousands of law firms run more efficient, connected, and successful practices — from anywhere in the world.

We're a fast-growing SaaS company with a dynamic team spread across Australia, New Zealand, the UK, the US, and Canada. With innovation at our core and customers at the heart of what we do, we're proud to be driving change in the legal tech space — and having fun while we do it.

What your days will look like:

• Own customer support enquiries from initial contact through to resolution, providing timely, clear and thoughtful solutions.
• Troubleshoot customer issues and run screen-sharing sessions to understand problems and guide customers through solutions.
• Build your knowledge of Actionstep through training, research and hands-on problem solving.
• Document customer interactions, issues and resolutions, helping build useful knowledge for both customers and the wider team.
• Work collaboratively across Support, Customer, Product and Engineering to solve problems and continuously improve the customer experience.

Who You Are:

Curious: You genuinely want to understand how things work. When you don’t know the answer, your instinct is to investigate until you find it.

Customer-focused: You enjoy helping people and understand that a great support experience is as much about how you communicate as the answer you provide.

A natural problem-solver: You can take a complex or unclear issue, work through the detail and find a practical way forward.

A strong communicator: You’re comfortable working directly with customers and can explain technical information in a way that is clear, friendly and easy to understand.

Collaborative: You enjoy being part of a team, sharing what you learn and working with others to get the best outcome.

What you need to know and what will make you successful!

• Experience in a customer-facing role such as application support, technical support, or help desk.
• Excellent written and verbal communication with great attention to detail.
• The ability to learn, understand and explain technical concepts to different audiences.
• Strong general computer skills and confidence learning new software and systems.
• The ability to manage multiple priorities and organise your workload effectively.
• Experience working remotely, within SaaS/technology, accounting or the legal sector would be an advantage, but isn't essential.
• Suitable employment checks, including confirmation of your right to work in Australia and a criminal record/background check.

We offer a fantastic and inspirational working environment!

• Hybrid Work Flexibility – Enjoy a blend of in-office and remote work to suit your lifestyle.

• Modern Offices – Work in a central location with great coffee and even better company.

• Inclusive, Supportive Culture – Work with a genuinely friendly team that values collaboration and authenticity.

• Relaxed Dress Code – Be yourself and dress comfortably, while respecting the nature of our workplace and your teammates.

• Birthday Leave – Celebrate your big day with a day off, just for you.

• Regular Team Events – From lunches to trivia competitions, we like to keep things social.

• Professional Development – Access to training, mentoring and internal growth opportunities.