Customer Support Analyst

Actionstep

. Own customer support enquiries from initial contact through to resolution.

Posted 9/29/2026full-timeAuckland • New ZealandMid-LevelSenior💰 NZ$60,000 - NZ$65,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support by effectively managing inquiries, troubleshooting issues, and collaborating with cross-functional teams to enhance the customer experience. Proficient in documenting interactions and explaining technical concepts clearly to diverse audiences.

Highest-signal resume keywords

Customer Support ExperienceTechnical Support SkillsExcellent Communication SkillsProblem-Solving AbilitySaaS/Technology Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingTicket ManagementDocumentationTechnical Concept ExplanationGeneral Computer Skills

Soft Skills

Attention to DetailOrganizational SkillsCollaboration

Certifications & Qualifications

Right to Work in New ZealandCriminal Record Check

Industry Keywords

SaaSApplication SupportHelp DeskAccountingLegal Sector

About the role

Key responsibilities & impact

Own customer support enquiries from initial contact through to resolution.
Troubleshoot customer issues and run screen-sharing sessions to understand problems and guide customers through solutions.
Build knowledge of Actionstep through training, research and hands-on problem solving.
Document customer interactions, issues and resolutions.
Work collaboratively across Support, Customer, Product and Engineering teams to solve problems and improve the customer experience.
Manage new and open support tickets and share product knowledge across Customer and Support teams.

Requirements

What you’ll need

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.
Ability to learn, understand and explain technical concepts to different audiences.
Strong general computer skills and confidence learning new software and systems.
Ability to manage multiple priorities and organise your workload effectively.
Suitable employment checks, including confirmation of your right to work in New Zealand and a criminal record/background check.
Experience working remotely, within SaaS/technology, accounting or the legal sector would be an advantage, but isn't essential.

Benefits

Comp & perks

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.