Senior Support Analyst
Share
Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
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 Private capital markets need a comprehensive software solution to replace outdated spreadsheets and fragmented service providers.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 Problems Youll Solve
The Product Services Analyst is responsible for providing best-in-class customer service for a portfolio of venture capital and private equity backed companies with a focus on LLCs. They will be responsible for the daily support of helping our clients navigate the Carta platform and assist them with all their equity compensation needs.
This role will be responsible for adhering to Service Level Agreements conducting case reviews and training sessions with assigned customers and proactively communicating captable errors and cleanup needs. Furthermore the Product Service Analyst maintains a distinguished level of knowledge and utilizes this knowledge to manage projects and carry them through to completion assist in strategic decisions and serve as a subject matter expert for others within the Support Team.
The Impact Youll Have
Become Subject Matter Experts in and provide front line support for Carta Core and LLC Next Gen platforms for corporations and LLCs.
- Provides timely and accurate information to inbound customer requests via phone email and Zoom Video calls
- Works closely with cross functional departments to ensure customer needs are met
- Ensures standard metrics are met in regards to Support contacts
- Ensures accurate documentation of customer interactions within Salesforce to facilitate feedback between Support and Product as well as with the customer
- Triage incoming requests and identify trends/patterns across customer base in order to flag issues as well as potential solutions for the rest of the team
- Identify reproduce and document bugs for the product and engineering teams
- Contribute to the ongoing learning and success of the team/company by sharing knowledge through mentorship collaboration and thorough documentation
- Takes on additional projects to drive product improvement engages with product teams as necessary
- Reconciles Cap tables and is able to to take on other equity projects such as repricing stock splits and share conversions
About You
- Strong background in Support Analyst role
- Strong Background in B2B relationship management
- Proven experience in building and maintaining relationships with customers and internal team members
- Strong understanding of finance private equity venture capital or related field
- Experience in troubleshooting and problem solving
- Willing to work proactively and autonomously and also collaborative and effective in a team setting
Competencies: (Required within 6 months)
- Subject Matter Expertise in Carta applications (Core and Next Gen LLC) and ability to carry projects through to completion
- Ability to create and follow Standard Operating Procedures
- Understanding of strategic direction and goals for the overall Support organization
- Excellent understanding of the Carta platform user personas and relationships among our customers
- Strong sense of problem ownership.
Nice-to-Haves
- CEP certification
- Experience assisting companies with their Cap table and Equity Plan administration
- Strong understanding of Ai Tools
- Understanding of basic excel formulas
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:
Senior IC
Key Skills
- IT Experience
- Problem Management
- Desktop Support
- Citrix
- Mobile Devices
- Windows
- Customer Support
- Help Desk
- Operating Systems
- Technical Support
- Troubleshooting
- Application Support
About Company
Carta’s platform of software and services helps people manage equity, build businesses, and invest in the companies of tomorrow. Learn more.
