Client Services Tier II

Description

About the Team 

Our Technical Support team is passionate about enabling the success of our customers, solving problems, and having fun while we work hard. Daily we work with our customers through a number of channels including phone calls, video calls, e-mails, and self-service requests. We are never bored or without opportunity to make a difference in the professional lives of our customers. Our team-defined values guide how we show up for each other, for our partners, and for our customers: 

• We succeed together 

• We embrace progress 

• We care big 

• We create space 

Responsibilities  

As a Technical Support Tier II specialist, you will join a team that offers 24/7 support and will be engaged in challenging support issues as well as supporting our development team. You will work with both our inhouse teams and be the face of Caret to our customers when they have issues or challenges.

• Virtual, customer-facing role utilizing video communication software with access to virtual tools and resources for customer interaction.

• Collaborate with product experts and provide updates on assigned escalations.

• Evaluate and manage client calls with attention to detail to identify software issues and training opportunities.

• Meet efficient deadlines for client work processing and ensuring our customer SLAs are achieved.

• Create high-quality customer interactions with empathy and expertise.

• Troubleshoot and document complex bookkeeping problems such as financial statement errors, chart of accounts cleanup, etc.

• Support product updates and review customer input for accuracy post-release.

• Collaborate with product experts and provide updates on assigned escalations.  

• Work with the Senior Manager and the wider Customer Operations team to share technical information regarding the Caret Legal in a proactive manner.

• Share challenges and best practices to continuously improve our Service Levels to our customers & overall experience.

Qualifications 

Required  

• 2 years relevant work experience as Support for accounting software or equivalent experience in a technical support team.

• Thorough proficiency of basic accounting procedures and principles.

• Knowledge in the Legal Practice Management or Financial tech industry required.

• Technical experience working with and troubleshooting accounting software or financial technology, preferably SaaS applications and solutions.

• Experience with data center hosting a Cloud-based application solution.

• Practical knowledge with process documentation  

• Strong sense of ownership and urgency, organizational and time management skills, and ability to multitask and prioritize work.

• Self-starter with a high level of initiative and follow-through in a remote and independent environment.

• Ability to work in a fast-paced, demanding environment, with multiple and changing priorities while maintaining strong attention to detail.

• Highly energetic, positive and enthusiastic team player with an ability to communicate at all levels, both internally and externally.

Preferred

• Bachelor's degree in accounting, Finance, or a related field.

• Familiar with SQL and/or NoSQL databases, or willing to learn.

Benefits

• Flexible PTO
• Summer Fridays
• No meeting Fridays
• Medical, Dental, Paid Sick Days, Vision, and Supplemental Coverage
• Flexible Spending Account
• Health Savings Account
• 401(k) match 

Equal Employment Opportunity: CARET is an Equal Opportunity, Affirmative Action Employer.

The compensation information below is provided in compliance with job posting disclosure requirements.

Pay range: $50,000 - $60,000. Actual base pay will depend on varying circumstances, including the position, location, individual qualifications, market finances, and other operations business needs.

Depending on the position, compensation may also include commission, bonuses, etc. Potential for bonuses is based on company performance and potential for merit increases is based on performance.

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Qualifications

Salary : $50,000 - $60,000