Support Analyst
Support Analyst
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Job Description
The Company Youll Join
Carta connects founders investors and limited partners through world-class software purpose-built for everyone in venture capital private equity and private credit. Trusted by 65000 companies in 160 countries Cartas platform of software and services lays the groundwork so you can build invest and scale with confidence.
Cartas Fund Administration platform supports 9000 funds and SPVs representing nearly $185B in assets under management with tools designed to enhance the strategic impact of fund CFOs. Recognized by Fortune Forbes Fast Company Inc. and Great Places to Work Carta is shaping the future of private market infrastructure.
Together Carta is creating the end-to-end ERP platform for private markets. Traditional ERP solutions dont work for Private Funds. Private capital markets need a comprehensive software solution to replace outdated spreadsheets and fragmented service providers. Cartas software for the Office of the Fund CFO does just that - its a new category of software to make private markets look more like public markets - a connected ERP for private capital.
For more information about our offices and culture check out our Carta careers page.
The Team Youll Work With
Our teams mission is to provide excellent customer service by leveraging our knowledge of equity and Carta to reduce customer effort and empower clients to efficiently manage their ownership.
As a Support Analyst you will have the opportunity to support our product lines including: Cap Table Management and Carta Total Compensation.
The Problems Youll Solve
As one of the first few hires on the APAC Customer Support team you will have a unique opportunity to make a significant impact on our business in the region. Serving as our customers primary point of contact support analysts will address inbound requests/inquiries over phone chat and email.
A successful candidate will be comfortable and confident in written and verbal communication with whichever of Cartas stakeholders they end up working with. This could include C-level executives customers employees law firms (partners and paralegals) as well as investors/board members. Support Analysts need to be able to learn quickly and effectively solve problems.
As a support analyst the responsibilities and duties you can expect include:
- Provide timely and accurate front-line support for all customers
- Proactively follow-up with your clients and stay actively engaged from the day a case is opened
- Engage with clients real-time via email and phone or zoom
- Keep documentation of client interactions so that you and your teammates can identify and address trends through process improvement
- Become an expert in our security and escalation practices
- Train your clients based on the understanding you have acquired while working with them
- Maintain an in-depth understanding of the software platform as well as all of Cartas business units - Private Markets and Valuations.
- Assist with product development by testing new features and bug fixes as well as surfacing customer feedback
- Contribute to the ongoing learning and success of the team/company by sharing knowledge through mentorship collaboration and thorough documentation
About You
- Fluent in English with strong written and verbal communication skills
- Experience working in a client facing role preferably a call-center or similar style work environment
- Customer Obsessed : Care deeply and passionately about the customer experience and is able to maintain customer satisfaction scores even when case volume is high
- Problem Solver : Driven to help and solve problems both for your clients and your team
- Ownership : Take ownership of problems and enjoy making contributions to process improvements
- Poised : Exhibit diplomacy tact and poise when communicating with clients or customers
- Adaptable : Able to thrive in ambiguous environments and be nimble to changes
Even if you dont have all of the qualifications weve listed please apply if you believe you could be impactful in this role!
Disclosures:
- We are an equal opportunity employer and are committed to providing a positive interview experience for every candidate. If accommodations due to a disability or medical condition are needed please connect with the talent partner via email.
- Carta uses E-Verify in the United States for employment authorization. See the E-Verify and Department of Justice websites for more details.
- For information on our data privacy policies seePrivacyCA Candidate Privacy and Brazil Transparency Report.
- Please note that all official communications from us will come from an @ or @ domain. Report any contact from unapproved domains to
Required Experience:
IC
Employment Type
Full Time
