Current jobs related to Support Analyst - Auckland CBD - Actionstep

  • Tech Support Analyst

    5 days ago

    Auckland CBD, New Zealand Consult Recruitment Full time

    Our client is a market leader in their field, boasting a large and complex environment which has a reputation for attracting some of the most talented technical people in the market. We are on the hunt for a technical support analyst to join their ranks. This is a great opportunity to join a fantastic company where your career is limited only by your own...

  • Technical Support Analyst

    2 weeks ago

    Auckland CBD, New Zealand Consult Recruitment Full time

    Are you passionate about providing exceptional IT support and driving continuous improvement? Do you thrive in a collaborative and customer-centric environment? If so, we have an exciting opportunity for you to join our Technology & Transformation team as a Technical Support Analyst. **About the Client** Our client is a market leader in their field,...

  • Senior Data Excellence Analyst

    5 days ago

    Auckland City, New Zealand COUNTDOWN NZ SUPPORT Full time

    Large-scale data enviornment work with some of the largest in the country - Access to Google training and professional development Good base salary + bonus + benefits including team discount card **Ready to make an impact? We’re looking for a Senior Data Excellence Analyst to join our Analytics & Insights team here in Aotearoa reporting to our Chapter...

  • Support Analyst

    1 week ago

    Auckland, Auckland, New Zealand Bremworth Ltd Full time

    Join an iconic kiwi company as our Support Analyst for our Microsoft hybrid environment with D365.Be part of our transformationSupport our people to do their best workGrow with the roleSupport AnalystLooking to gain more experience in IT by working as part of an internal IT team for an iconic kiwi company? Consider a move to Bremworth.We are seeking a...

  • IT Support Analyst

    1 week ago

    Auckland City, New Zealand Clemenger Group Full time

    About Us Join Omnicom Group - New Zealand's largest group of marketing services agencies and become a key player in our dynamic, fast-paced environment. We are looking for an IT Support Analyst to join our supportive team and contribute to the success of our organisation. Working across Clemenger Group agencies and reporting to the Chief Information Officer...

  • IT Support Analyst

    4 days ago

    Auckland City, New Zealand RWA Technology People Full time

    Multiple support roles available at all levels (1-3) - Rewarded based on your contribution and above market rates - Permanent positions in a handy part of Auckland with ample free parking An exciting time for our client as they grow significantly needing multiple Desktop/IT Support Analysts to assist their people and clients along the way. Opportunities to...

  • Commercial Analyst

    20 hours ago

    Auckland CBD, New Zealand Consult Recruitment Full time

    **A little bit about the company** A rare commercial finance role working as part of a talented and experienced Commercial Finance team - based out of premium new offices in Auckland CBD with plenty of flex! This is an incredibly fast-paced and changing business looking to establish themselves further as number one in their industry. Partnering with a...

  • Senior Project Finance Analyst

    20 hours ago

    Auckland CBD, New Zealand Consult Recruitment Full time

    **A Little Bit About The Company** This is a leading financial services company with an extremely strong reputation in the market and a great culture. They have modern working practices and fantastic perks including insurances, generous paternity policies and six weeks annual leave. As a result of an internal promotion, an exciting opportunity is available...

  • D&T It Support Analyst

    7 days ago

    Auckland, Auckland, New Zealand The Heineken Company Full time

    D&T IT Support Analyst – 3-Month Fixed TermLocation: Auckland, NZContract Period: 3 months: July, August, September 2025Join us as an D&T IT Support Analyst and play a key role in delivering innovative tech solutions across the business.You'll manage Service Desk tickets, support business projects, and help drive IT improvements.Key...

  • Junior Test Analyst

    4 days ago

    Auckland City, New Zealand COUNTDOWN NZ SUPPORT Full time

    Kickstart your IT career with CountdownX! - Great fun collaborative culture and opportunities for career progression - Funky Ponsonby office, Agile environment, flexible working options **Ready to make an impact? We are! CountdownX is our team of cross functional experts who will build and extend our digital and data capabilities to ensure connected...

Support Analyst

3 weeks ago

Auckland CBD, New Zealand Actionstep Full time

Actionstep is a pioneer in the development and sale of software-as-a-service (SaaS) products, specializing in the delivery of Legal Practice 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, and Australia, we are dedicated to helping thousands of lawyers worldwide run highly successful legal practices.

The **Support Analyst** is responsible for ensuring our clients receive timely assistance and resolution to technical support issues. Utilizing different resources like the user guide, internal knowledge, and their own curiosity to solve problems, the Support Analyst will investigate and solve user-reported questions and problems related to the functioning of their Actionstep systems. As a tenacious and customer friendly expert, the Support Analyst focuses on getting users results with a human touch.

Reporting to the US/UK Team Lead or ANZ Team Lead, the Support Analyst will manage a daily workflow of managing 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.

**Who you are**:
**Compassionate**: you get satisfaction out of helping other people, and recognize that sometimes the best way to help is by listening and validating different experiences.

**Curious**: you want to find the answers and will work all the angles to get it done. You go above and beyond with in-depth research and evaluation to solve complex problems.

**Results-focused**: you like to check things off your list and have a bias for action, using your decision
- making prowess to make decisions quickly and solve problems.

**What you will do**:
Respond and manage to completion inbound tickets from Actionstep users across a variety of topics in time-sensitive situations, providing first level support with thoughtful, concise messages that provide expert solutions to our users.

Schedule and complete troubleshooting screenshare video calls with users when necessary, using excellent business etiquette and customer management skills to achieve high customer satisfaction.

Maintain and increase product knowledge through training and active research across Actionstep resources.

Thoroughly document user contacts, issues, and resolutions via help desk software, and contribute to team knowledge by submitting proposed solutions in internal and external documentation.

**The KPIs you will own**:

- CSAT for Support interactions (shared with other Support team members)
- Contacts per day/week/month
- Average handle time

**Requirements**:
**What you bring**:
Excellent customer management instincts and abilities with experience in retail, restaurant, technical support, or any other customer-facing role

Excellent written and verbal communications with outstanding attention to detail

Demonstrable ability to learn, understand, and explain complicated technical concepts

High level of computer skills

Preferred: experience in a SAAS working environment

**Benefits**

JOIN OUR INSPIRATIONAL WORKING ENVIRONMENT
- Wear what you like to work.
- Beautiful office in the City Centre
- Unlimited PTO.
- Take your birthday off.
- Weekly socials and frequent team building events.
- Relaxed and friendly team.
- Fantastic career development opportunities.