Customer Support Analyst (Legal Accounting)

This is a Fully Remote Job
1. About Our Client:
The organization develops and sells software-as-a-service (SaaS) products focused on Legal Practice Management and Accounting. Operating globally with teams in the United Kingdom, United States, New Zealand, and Australia, it supports thousands of lawyers in managing their legal practices effectively.
2. About the Opportunity:
The Customer Support Analyst role is designed to provide frontline support for the organization's in-house CRM platform. The position involves resolving user issues efficiently, managing incoming support tickets, and collaborating with internal teams to maintain and share product knowledge. This role is critical in ensuring a high-quality customer experience and supporting the operational success of the software platform.
3. Responsibilities:
Serve as the first point of contact for users via live chat and email
Manage and prioritize a queue of support tickets
Investigate and resolve tickets using phone calls, screen sharing, and emails
Aim to resolve issues on first contact when possible
Escalate tickets appropriately with comprehensive information
Balance business and customer needs in prioritizing inquiries
Set accurate expectations with customers and stakeholders
Provide consistent updates on active issues
Meet service level agreements and performance targets
4. Requirements:
At least 3 years of customer-facing experience in support or help desk roles, preferably with SaaS platforms
Experience at Level 1 and Level 2 support in distributed teams
Strong interpersonal skills and positive attitude
Excellent communication skills across various stakeholders
Technically adept and quick to learn new platforms
Ability to work effectively in an agile, cross-functional environment
5. Pay Range and Compensation Package:
Salary range of 55,000 to 60,000
6. Benefits & Perks:
Medical, dental, and vision insurance
401(k) plan with company match
Flexible working arrangements and paid time off
Birthday leave
Team-building events
Training and development opportunities
Equal Opportunity Statement:
Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
TalentHop is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.

Work arrangement
No