• Provides phone, remote, and desk-side technical support to users in the areas of e-mail, directories, standard MS Windows desktop applications, and network connectivity. • Provides personal computer support, problem analysis, and hardware/software installation and configuration. • Interacts daily with customers to ensure productivity; provides individual feedback. • Responsible for scheduling and coordinating all training activities. • Maintains and posts daily event calendar; prepares and advertises future Help Desk event calendar. • Contacts hardware and software vendor representatives to solicit and arrange product demonstrations. • Maintains collection of technical publications pertaining to state-of-the-art hardware and software products and other materials. • Monitors team productivity and quality; provides individual feedback. • Prepares and delivers employee and customer coding and data entry training. • Maintains and verifies daily statistics; generates daily statistical reports. • Maintains an audit trail and statistical records of all problems and conditions reported by the client.

• Provide technical support assistance to clients through phone, email or live chat conversation. • Provide assistance and all necessary coordination in the installation of client computer software products, the modification, and repair of hardware and the resolution of client technical problems. • Deliver remote on-boarding to new users as required • Retain ownership of problems through to resolution to ensure a high level of user satisfaction. • Knowing when to escalate problems to the Senior Product Support Technicians • Record details of all incoming support requests in line with company procedures ensuring accurate information is obtained. • Create support content for the online help center, as required • Help validate new software features, including getting hands-on with the technology out in the field. • Help validate and update support processes. • Work collaboratively with other members of the global support team and engineering department , including testing, staging & servicing of devices when required. • Attend onsite client visits and special events as and when required. • Work on-call over weekends as required

Actionstep is a pioneer in the development and sale of software-as-a-service (SaaS) products, specializing in the delivery of Legal Accounting & Management software. We are a fast growing, dynamic business with a global customer base and team.  Headquartered in Auckland, New Zealand, with team members in the United Kingdom, United States, Canada and Australia, we are dedicated to helping thousands of lawyers worldwide run highly successful legal practices.  We’re looking for a Customer Support Analyst to join our fast-growing support team.   To be successful in this role, you will have minimum 3 years of demonstrable experience working in a Help Desk / Customer Service role. You are an expert at identifying the root issue presented by a user, through your strong aptitude at identifying a problem’s root cause and quickly finding and implementing steps to remediate it. You’re technically minded and take to new systems with ease. Your customer centricity is central to how you excel in the work you do, and supporting and resolving customers brings you as much satisfaction as it does to the users you support.   Reporting to the Customer Support Team Lead, 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.    Other responsibilities include:   - 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 they’re experiencing and help to represent the urgency of the user to internal teams.   - Meet all SLAs 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

• Work with Cohesity customers to provide a timely resolution to technical issues. • Shifts may include standard business hours and/or early evenings, nights, to cover weekdays, weekends and holidays. • Use available tools to investigate and troubleshoot technical issues. • Recreate customer environments and problems to aid in troubleshooting/case resolution • Record customer interactions, including investigation, troubleshooting, and the resolution of issues • Work closely with Cohesity engineering and account management teams • Demonstrate considerable judgment in selecting methods and techniques for obtaining solutions • Provide the best experience possible for Cohesity customers • Manage workload to ensure that all customer issues are resolved in a timely manner • Assist in the development of comprehensive and reusable self-service solutions for future incidents • Develop a knowledge base article. • Determine and communicate recommendations on Support readiness for new products and features • Provide feedback to improve product quality/functionality • Participates in process planning and makes recommendations for improvements