Client Services Tier II

Caret Corporation

283d • $50,000 - $65,000 • Remote

About The Position

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.

Requirements

• 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.
• 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.
• Ability to multitask and prioritize work.
• Self-starter with a high level of initiative and follow-through in a remote environment.
• Ability to work in a fast-paced environment with strong attention to detail.
• Highly energetic, positive, and enthusiastic team player with strong communication skills.

Nice To Haves

• Bachelor's degree in accounting, Finance, or a related field.
• Familiar with SQL and/or NoSQL databases, or willing to learn.

Responsibilities

• Join a team that offers 24/7 support and engage in challenging support issues.
• Support the development team and be the face of Caret to customers.
• Utilize video communication software for customer interactions.
• Collaborate with product experts and provide updates on assigned escalations.
• Evaluate and manage client calls to identify software issues and training opportunities.
• Meet efficient deadlines for client work processing and ensure customer SLAs are achieved.
• Create high-quality customer interactions with empathy and expertise.
• Troubleshoot and document complex bookkeeping problems.
• Support product updates and review customer input for accuracy post-release.
• Share technical information regarding Caret Legal with the Senior Manager and Customer Operations team.
• Continuously improve Service Levels and overall customer experience.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Personal and Laundry Services
• Education Level: Bachelor's degree