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Added 14 hours ago
CO
Application & Integration Technical Analyst
City of Saint John
Saint John, NB
- Full-time
Under the direction of the designated IT Manager, the Application and Integration Technical Analyst is a technical lead responsible for system architecture, data strategy, and integration…
Added 14 hours ago
PC
Salesforce Platform Owner
Parkland Corporation
Calgary, AB
- Full-time
The Salesforce Product Owner bridges business strategy and technical execution across the enterprise ecosystem. In this role, you will own the platform roadmap, prioritize the sprint…
Added 14 hours ago
PC
Salesforce Platform Owner
Parkland Corporation
Calgary, AB
- Full-time
The Salesforce Product Owner bridges business strategy and technical execution across the enterprise ecosystem. In this role, you will own the platform roadmap, prioritize the sprint…
Added 1 day ago
PC
Salesforce Platform Owner
Parkland Corporation
Calgary, AB
- Full-time
The Salesforce Product Owner bridges business strategy and technical execution across the enterprise ecosystem. In this role, you will own the platform roadmap, prioritize the sprint…
Added 1 day ago
C
Analyste financier principal - Finance d'affaires
CGI
Montreal, QC
- Full-time
Join CGI's GTO business unit as a Senior Financial Analyst, where you'll combine financial analysis, forecasting and accounting expertise with the opportunity to work closely with business…
Added 1 day ago
C
Public Sector Delivery Analyst
Cohere
Remote, Canada
- $115,000 to $155,000 CAD / year
- Full-time
- Remote
Cohere is the leading security-first enterprise AI company. We build cutting-edge foundation AI models and end-to-end products that are designed to solve real-world business problems.
Added 1 day ago
B
BMO Capital Markets New Grad 2027 Corporate Banking Analyst, Montreal
BMO
Montreal, QC · DEMA
- Full-time
As an Investment Banking Analyst at BMO Capital Markets, you will gain valuable exposure to a wide number of industries and will work with a variety of financial products, including public…
Added 2 days ago
B
BMO Capital Markets Summer 2027 Internship Risk and Capital Solutions Analyst, Toronto
BMO
Toronto, ON · FCP
- Full-time
The Summer Analyst will work alongside experienced professionals on projects that directly support business priorities and senior management decision-making. The role offers exposure to…
Added 2 days ago
CO
Application & Integration Technical Analyst
City of Saint John
Saint John, NB
- Full-time
Under the direction of the designated IT Manager, the Application and Integration Technical Analyst is a technical lead responsible for system architecture, data strategy, and integration…
Added 2 days ago
Senior Data Analyst
Government of Alberta
AB
Reporting to the Product Manager, Motor Vehicle Modernization, the Senior Data Analyst analyses complex traffic safety system data to identify trends, patterns, and insights that support…
Added 2 days ago
LC
Sr. Analyst, Inbound Transport
Loblaw Companies Limited
Brampton, ON
- Full-time
…job, this is where you belong. We promote leaders at every level and support our people to follow their…
Added 2 days ago
B
PRINCIPAL, VENTURE CAPITAL - Thrive Venture Fund
BDC
Calgary, AB · Toronto, ON
- Full-time
Ensure that new and existing investment research files, business plans, and periodic performance reports provided by companies, as well as any other information collected by the investment…
Added 2 days ago
LH
Financial Analyst II - Medical Affairs
London Health Sciences Centre (LHSC)
London, ON
- $36.04 to $45.05 CAD / hour
- Full-time
Reporting to the Integrated Manager, Medical Affairs, The Financial Analyst is responsible for providing accurate financial analysis and reporting to support decision-making for the…
Added 2 days ago
WT
Staff, Fraud Countermeasures
Wealthsimple Technologies
Remote, Canada
- Full-time
- Remote
Advanced SQL. You write complex queries against transaction-level data yourself, without waiting for an analyst to pull it.
Added 2 days ago
AS
Applications Support Specialist
Apex Systems
Toronto, ON
- $24 to $27 USD / hour
- Contract
…practice has an opening for a tier 1 -2 application support analyst with mainframe, ticketing and monitoring experience to place at our client, a Big Five…
Added 2 days ago
R
Business Solutions Analyst - Well Delivery Systems Administrator
Raise
Calgary, AB
- Contract
Business Solutions Analyst - Well Delivery Systems Administrator
Added 2 days ago
CO
Job ID #32294: Network Analyst II - Datacentre Operations
City Of Hamilton
Hamilton, ON
- Full-time
Reporting to the Supervisor, Infrastructure & Operations (Datacentre Operations), the Network Analyst II troubleshoots, supports and assists in maintaining server infrastructure, operating…
Added 2 days ago
RD
Associate Investment Advisor
RBC Dominion Securities
Ottawa, ON
- Full-time
…collaborative, supportive culture that enables success at every level and equips us to help our clients achieve their financial…
Added 2 days ago
MT
Junior HelpDesk Support Analyst
MVP Talent Corp
Calgary, AB
- $50,000 to $60,000 CAD / year
- Full-time
Our client is a mid-sized business located in Calgary, Alberta. They have approximately 220 users, most of whom are in Calgary and work from the Calgary office. We are in search of a…
Added 2 days ago
CO
Application & Integration Technical Analyst
City of Saint John
Saint John, NB
- Full-time
Under the direction of the designated IT Manager, the Application and Integration Technical Analyst is a technical lead responsible for system architecture, data strategy, and integration…
Added 2 days ago
A
Customer Support (Legal Accounting)
Actionstep
Remote, Canada
- $55,000 to $60,000 CAD / year
- Full-time
- Remote
…Management and Accounting software. We are a fast growing, dynamic business with a global customer base and team. With team members in the United Kingdom, United States, New Zealand and…
Added 2 days ago
DW
Application Support Analyst
Durabuilt Windows & Doors
AB · Edmonton, AB
- Contract
At Durabuilt, we embrace technology and process innovation to enhance our business operations. Our IT team plays a critical role in ensuring that the ERP, CRM, HRIS, and custom-built…
Added 2 days ago
A
Customer Support Analyst (Legal Accounting)
Actionstep
Remote, Canada
- $55,000 to $60,000 CAD / year
- Full-time
- Remote
…Management and Accounting software. We are a fast growing, dynamic business with a global customer base and team. With team members in the United Kingdom, United States, New Zealand and…
Added 2 days ago
Managed Services - Service Desk Administrator 1
Convergence Networks
Ottawa, ON
…technology as a strategic tool and proactively protecting their business. We are fueled by providing outstanding service and sharing our passion for innovative technology as part of our…
Added 2 days ago
T
Actuarial Analyst-1
TD
Toronto, ON
- Full-time
Multiple Actuarial Analyst I positions are available within the GI Pricing and Profitability team. As an Actuarial Analyst I, you will assist on implementing and delivering pricing…

Actionstep

Customer Support Analyst (Legal Accounting)

Remote, Canada

Remote

$55,000 to $60,000 CAD / year · Full-time

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Job details

Pay: $55,000 to $60,000 CAD / year
Job type: Full-time
Workplace: Remote
Posting language: English
Posted: Oct 22, 2026

Original job description

Actionstep is a pioneer in the development and sale of software-as-a-service (SaaS) products, specializing in the delivery of Legal Practice Management and Accounting software. We are a fast growing, dynamic business with a global customer base and team. With team members in the United Kingdom, United States, New Zealand 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.

Reporting to the Customer Support Team Leader, you will be charged with providing exceptional customer service as the first contact point for our users, on the CRM platform we build, run and support in-house.

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 Leader, the Customer 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.

This role will primarily support business hours across the Pacific and Mountain time zones.

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

Essential

Minimum 3 years of customer-facing experience, in a customer support/service or help desk role, ideally supporting a SaaS technology platform.
Diploma, certificate, or coursework in accounting or bookkeeping, or at least 1 year of hands-on bookkeeping or accounting experience
Previous experience working at Level 1 and Level 2 in a multi-leveled support team that is geographically distributed.
An experienced people person. You are a pleasure to work with and have a can-do attitude.
Excellent oral, written, presentation and communication skills, for use with both internal and external stakeholders and all levels of management.
Technically minded - there isn’t a platform that you can’t jump in and understand within a short period of time.
Ability to operate and succeed in an agile environment, working cross-functionally, to successfully deliver effective outcomes for our customers.
Available during Pacific and Mountain time zone business hours.

Favourable

Previous experience working in a distributed team.
Experience with Actionstep or one of our integration partners.
Experience working with legal software in prior roles.
Experience as a practice manager or operations manager in a law firm.
Understanding of accounts payable/receivable, bank reconciliations, and month-end close. A diploma or certification in accounting is an asset.

Medical, dental, vision offerings
RRSB with company match
Flexible working and PTO
Take your birthday off
Frequent team-building events
Fantastic training and development opportunities
$55,000 - 60,000 salary

Actionstep welcomes and encourages applications from people with disabilities. Accommodations are available on request for any part of the recruitment process, please email hr@actionstep.com. All requests are kept confidential.

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More about this job

Responsibilities

The Customer Support Analyst will manage daily support tickets, conduct screen-sharing sessions to resolve user issues, and collaborate with internal teams to document product knowledge. They are responsible for maintaining high customer satisfaction by providing timely, informative, and effective solutions to inbound inquiries.

Requirements

Candidates must have at least 3 years of customer-facing experience in a support or help desk role, ideally within a SaaS environment. Additionally, a diploma or coursework in accounting or bookkeeping, or at least 1 year of hands-on experience, is required.

Skills

Customer support
Help desk
SaaS
Accounting
Bookkeeping
Problem solving
Technical support
Communication skills
Time management
Screen sharing
Ticket management
Agile environment
Legal practice management
CRM
Conflict resolution

Benefits

Medical insurance
Dental insurance
Vision insurance
RRSB with company match
Flexible working
Paid time off
Birthday off
Team-building events
Training and development opportunities

Remote locations

Edmonton, Alberta, Canada

Remote locations (standardized)

Edmonton, Alberta, Canada

Visa sponsorship

Not detected in the job text

Keywords

SaaS
Customer Support
Help Desk
Accounting
Bookkeeping
Legal Practice Management
CRM
Ticket Management
SLA
OKRs
Agile
Bank Reconciliations
Accounts Payable
Accounts Receivable
Month-end close
Software-as-a-service
Technical Support
Remote Work

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