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Added 1 hour ago
FH
Analyst, Business Systems
Fraser Health
Surrey, BC
- Full-time
Three to five years of recent experience in business systems analysis, software testing, healthcare information systems, or related technology roles.
Added 1 hour ago
R
Manager, Business Development - Canada
ReVisionz
Remote, Canada
- Full-time
- Remote
The Manager, Business Development generates new business for ReVisionz with owner-operators across North America, opening new accounts and winning new work with existing clients across the…
Added 1 hour ago
R
Manager, Business Development - Canada
ReVisionz
Calgary, AB
- Full-time
The Manager, Business Development generates new business for ReVisionz with owner-operators across North America, opening new accounts and winning new work with existing clients across the…
Added 1 hour ago
B
Operational Technology Cybersecurity Lead
BGIS
Toronto, ON
- Full-time
This is a hands-on technical leadership role that bridges cybersecurity, operational technology and building systems. The successful candidate will serve as the cybersecurity lead for…
Added 2 hours ago
S
Regional Sales Manager, Nuclear
Shawflex
Concord, ON
- Full-time
As Regional Sales Manager, Nuclear, you will play a critical role in growing Shawflex's nuclear products and services business across Canada. Success in this role means expanding sales and…
Added 2 hours ago
S
Regional Sales Manager, Nuclear
Shawflex
Toronto, ON · Etobicoke, ON
- Full-time
As Regional Sales Manager, Nuclear, you will play a critical role in growing Shawflex's nuclear products and services business across Canada. Success in this role means expanding sales and…
Added 3 hours ago
Regional Sales Manager, Nuclear
Mattr
Toronto, ON · Vaughan, ON · Etobicoke, ON
As Regional Sales Manager, Nuclear, you will play a critical role in growing Shawflex's nuclear products and services business across Canada. Success in this role means expanding sales and…
Added 4 hours ago
T
TikTok Commerce - Strategy and Analytics Manager
TikTok
Toronto, ON
- Full-time
- Candidates who have 5+ years of experience in strategy, business analysis, or strategic finance at leading technology companies or consulting firms.
Added 4 hours ago
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TikTok Commerce - Creator Manager
TikTok
Toronto, ON
- Full-time
- Responsible for key business results including number of creators at different levels, creator content engagement and long-term retention/sustainable growth
Added 4 hours ago
NN
Data Analyst: Student Achievement and Information Systems
Near North District School Board
North Bay, ON
- Full-time
Reporting to the Manager of Information Technology, the Data Analyst: Student Achievement and Information Systems, is responsible for the management, integrity, analysis, and reporting of…
Added 4 hours ago
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TikTok Commerce-Category Manager
TikTok
Toronto, ON
- Full-time
- Solve key challenges in business growth by strong collaboration with cross-functional teams
Added 5 hours ago
TB
Store Manager
Tailored Brands
Calgary, AB
- Full-time
Communicates priorities and sales driving information effectively to ensure store staff is equipped to maximize business opportunities.
Added 6 hours ago
AP
Manager, Data Operations
Alexion Pharmaceuticals, Inc.
Mississauga, ON
- Full-time
Education and experience: Bachelor’s degree in computer science, engineering, information systems, analytics, life sciences or a related field, or equivalent experience; at least 5 years in…
Added 8 hours ago
UO
Substation Engineer
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Engineer, BC
- Full-time
Ability to maintain proficiency with new systems and software as technology evolves.
Added 8 hours ago
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RQ00833 – Program Manager – Senior
S M Software Solutions Inc
Toronto, ON
- Full-time
We are seeking a Senior Program Manager with extensive experience in program and portfolio management, strategic planning, governance, stakeholder engagement, risk management, and the…
Added 8 hours ago
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RQ00824 – Security Architect – Senior
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Toronto, ON
- Full-time
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Added 8 hours ago
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RQ00816 – Security Specialist – Intermediate
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- Full-time
Work Arrangement: Hybrid – Up to 3 Days Onsite, Subject to Hiring Manager’s Discretion
Added 8 hours ago
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RQ00812 – Business Intelligence Specialist – Oracle – Senior
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Added 8 hours ago
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RQ00789 – Systems Testing/QA Specialist – Senior
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Toronto, ON
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Previous experience working with healthcare information systems.
Added 9 hours ago
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School Psychologist, Clinical Psychology Autism - BC Children’s Hospital & Sunny Hill Health Centre
Sanya’k̓ula
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- Temporary
…serving the identified patient groups. Provide consultation and information to community partners, public, community and professionals’ group as requested by the Program…
Added 9 hours ago
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RQ00811 – Software Developer – Full Stack – Senior
S M Software Solutions Inc
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…Java Spring Boot server to replace the legacy Hospital Report Manager (HRM) solution, enabling the secure exchange of hospital clinical reports with electronic medical record (EMR) systems.…
Added 9 hours ago
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RQ00795 – Software Developer – Senior
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Added 10 hours ago
IG
Senior Manager, Global Controls Officer
Insight Global
Toronto, ON
- $115,000 to $160,000 CAD / year
- Full-time
Reporting to the Associate Vice President, Global Controls Office, the Senior Manager leads and monitors Information Technology (IT) processes and controls within the ICFR program. The…
Added 11 hours ago
Technical Publications Manager
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Bachelor's degree or diploma in Technical Communication, Engineering, Information Management, Industrial Technology, or a related field.
Added 11 hours ago
AG
Administrative Assistant
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Familiarity with payroll systems, Human Resources Information Systems (HRIS), or employee management software is considered an asset

Actionstep

Customer Support (Legal Accounting)

Remote, Canada

Remote

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

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Applications open in a new tab.

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 ticket queues, conduct screen sharing sessions with users, and collaborate with internal teams to resolve product issues. They are responsible for providing informative and timely support while maintaining high customer satisfaction and meeting established service level agreements.

Requirements

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

Skills

Customer support
Help desk
SaaS
Accounting
Bookkeeping
Problem solving
Technical support
Communication skills
Screen sharing
Ticket management
Agile environment
Legal software
Accounts payable
Accounts receivable
Bank reconciliations
Month-end close

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
Legal Practice Management
Accounting software
Customer Support Analyst
Help Desk
CRM
Ticket management
Screen sharing
Agile
Bookkeeping
Accounts payable
Accounts receivable
Bank reconciliations
Month-end close
SLA
OKRs
Remote work
Software support

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