Client Services Tier II
Client Services Tier II
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Job Description
Job Details
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 emails and selfservice requests. We are never bored or without opportunity to make a difference in the professional lives of our customers. Our teamdefined 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 customerfacing 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 highquality 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 postrelease.
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 Cloudbased 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.
Selfstarter with a high level of initiative and followthrough in a remote and independent environment.
Ability to work in a fastpaced demanding environment with multiple and changing priorities while maintainingstrong attention to detail.
Highly energetic positive and enthusiastic team player with an ability to communicate at all levels both internally and externally.
Preferred
Bachelors degree in accounting Finance or a related field.
Familiar with SQL and/or NoSQL databases or willing to learn.
Benefits
- Flexible PTO
- Certification(s) reimbursement
- Summer Fridays
- No meeting Fridays
- Extended Medical Dental Paid Sick Days Vision Life Insurance and Disability Leave Coverage
- RRSP & Employer 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:$50000 $65000. 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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Employment Type
Unclear
