Client Services Tier (Remote)

Caret is a leading technology provider for legal, accounting, and compliance-focused professionals. We empower our customers to grow their businesses, better serve their clients, and operate at peak efficiency—all within a secure, cloud-enabled ecosystem.

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

• Provide input into the presales process and support service issues, strategy and approach.
• Develop and grow the CARET legal post sales Service Management function.
• Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together.
• Cascade business objectives and targets to the team.
• Review daily priorities and take appropriate action to ensure results are achieved.
• Remain aware of new product developments ensuring input and tactical direction to the business on customer service and support challenges.
• Liaison with the internal functions including sales, product management, engineering, network operations, provisioning and other service functions
• Ensure high quality, up-to-date documentation exists for all service arrangements.
• Ensure test labs are maintained to agreed standards and all relevant testing is documented
• Provide input into the company service strategy
• Act as escalation point for major incidents and maintain the incident management framework to ensure a prompt resolution and communication of the incident and maintain a high CSAT rate.
• Review Red Accounts status and the trend of incidents to analyse and identify root causes and go-green plans for major incidents and escalations.
• Drive continuous service improvement initiatives to enhance CARET legal users experience and engagements.
• Acquire and maintain advanced levels of product knowledge to assist subject matter experts within the support team and interface with other stakeholders.
• Participate, collaborate and allocate support resources for other CARET legal related initiatives such as Support Q&A sessions, Knowledge Events and Release Readiness Program to enable the Center of Excellence cross-functional teams align best practices and processes globally.

Requirements

• Bachelor of Arts/Bachelor of Science degree in a Technology discipline preferred or 5 years of equivalent work experience.
• Must have 3-5 years’ experience in senior technical support team.
• Requires professionalism and the ability to work 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.
• Strong interpersonal and team player skills with an ability to communicate at all levels, both internally and externally.
• Zendesk and Salesforce experience is a plus.
• Strong work ethic with a sense of urgency
• Ability to work both independently and as part of a team is a must.
• Highly energetic, positive and enthusiastic team player with an ability to communicate at all levels, both internally and externally.
• Strong customer-focus skills with ability to recognize customer requirements, assist customer in achieving their goals, manage customer expectations and consistently achieve high customer satisfaction
• Excellent analytical and problem-solving abilities
• Strong attention to detail
• Excellent verbal and written communications skills
• Strong organizational and management skills; ability to efficiently manage a variety of multiple concurrent projects simultaneously

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: $60,000 – $65,000 USD. 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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