Job Description

Job Description

Job Description

Salary:

​​CUSTOMER SUPPORT ANALYST​ 

Location : Chicago-based, hybrid Office

(approx. 1-2 days per week in office)  

Reporting to: President, North America; Customer Support Team Lead (UK) 

PURPOSE 

Are you looking to make an impact? Are you someone that loves technology and innovation? 

Are you a “people” person, that is motivated to understand and help achieve customer success and value? 

Would you like to be a part of a rapidly growing international software business as it expands into the North American market? 

If you are a strong contributor, with a diverse set of skills, this is a great opportunity for you. 

Each of our team members embody these traits and together we strive to positively impact our employees, customers, and the communities within which we work and serve. 

Peppermint Technology is a Microsoft ISV focused on developing innovative software solutions for the large law market. Our Customer Support Analyst position will allow you to advance your career and be a part of something unique and fulfilling as we build our business together. 

We are looking for an enthusiastic and flexible individual to provide best-in-industry support of Peppermint’s products and ensure the customer experience is nothing short of excellent. 

RESPONSIBILITIES

The Customer Support Analyst role will focus on 1 st and 2 nd line incident support primarily for Peppermint’s North American-based customers related to their deployment and usage of the Peppermint CX365 suite of software products: Client Engagement (CRM), Case and Matter Management, and Work Management. These are cloud-based products, built on Microsoft Dynamics 365 and the Power Platform.

The responsibility of the Customer Support Analyst is to ensure that our products are providing the maximum benefit to our customers by answering their questions and solving their problems. This involves working directly with customers, owning their issues through successful resolution, and guiding them through their day-to-day use of the product. The Customer Support Analyst will work closely with other Peppermint teams, including Consulting Services, Product, and IT Operations, as well as potentially directly with Microsoft Support when required.

As Customer Support Analyst you will be expected to develop an in-depth working knowledge of Peppermint applications, including Dynamics 365 and Power Platform, to ensure our customers receive the best possible support.

On a day-to-day basis you will be responsible for providing a first-class customer support service through:

• answering calls, emails, or other forms of contact from customers and helping to answer their questions or resolve their issues 

• providing timely, intelligent and professional responses to customer queries 

• actively supporting the customer in all aspects through to problem resolution keeping the customer informed throughout the life of incident. 

• analyzing customer problems to arrive at the most appropriate answer. 

• keeping accurate records of activities carried out when helping a customer

• reporting defects and ensuring they are accurately described and properly researched before passing to development / product management 

• representing Peppermint with a meaningful, professional, and enthusiastic disposition 

• contributing to continual process improvement in the customer support and other areas of the business as appropriate.

KNOWLEDGE, SKILLS & COMPETENCIES 

Essential  

• Experience providing application-level support to external customers 

• A minimum of 2 years’ experience of providing front-line and/or second-line customer support in an applications software support operation 

• Troubleshooting, analyzing, and investigating application software and/or IT systems highly desirable in a customer-facing role 

• Experience relaying and translating customer requirements and technical details clearly across the team 

• Proven experience communicating clearly and effectively with customers

• Familiarity with ITIL and SLA best practices 

Desirable  

• Experience working with Dynamics CRM (2015, 2016 or D365) including configuration and customization 

• Knowledge of any business systems (CRM or ERP), as well as understanding of the functionality for these systems to troubleshoot and resolve application issues 

• Experience of legal applications and/or supporting software used within a legal services environment 

WHAT WE’RE LOOKING FOR 

• An obsession for a great customer experience – you will be committed to “right first time” and continuous improvement 

• Customer focused: you’ll understand how to help customers who may themselves be under pressure 

• Ability to analyze, draw conclusions, and create solutions to customers’ problems 

• Able to demonstrate an aptitude for technology and software solutions 

• Strong technical to non-technical translation skills 

• Resilience and ability to work well under pressure; balancing individual workload and incoming calls simultaneously 

• Positivity and self-motivation with the drive to achieve results 

• Ability to use a team approach to solve problems when appropriate 

• Taking initiative in building and maintaining own knowledge and skills 

• Excellent attention to detail - logical and thorough in approach 

OUR COMPANY  

Multi award winning Peppermint Technology provides a game changing business technology Platform for the legal sector that hosts an array of business applications (case & matter management, client engagement, document management and practice management), collaboration and content enablement tools.  The platform is a SaaS (Software as a Service) offering.  Our platform is built, and certified, on the Microsoft Dynamics 365 and Microsoft Power Platforms.   

We hire people who want much more than a job.  The team at Peppermint is united in changing the status quo of an industry and this takes great talent, passion, and commitment.  We are looking for likeminded people to join the team as we aim to become the leading legal software company.    

What's important to us

Customer Success: We put our customers and their success at the heart of everything we do    

Time : We make good use of our time, make time for others, deliver on time, all of the time    

Quality : We are experts and the best at what we do. We consistently deliver high quality outcomes  

Together : We create opportunities together, find solutions together and win together  

Positive : We have a positive attitude and believe in the possible 

**Please note Peppermint are unable to offer sponsorship to work in the US 

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