Client Services Tier 2

Summary

Join Caret's Technical Support team, a passionate group dedicated to customer success and problem-solving. We work collaboratively across various communication channels to support our legal, accounting, and compliance-focused clients. This role involves developing and managing the post-sales service function, driving continuous improvement initiatives, and acting as an escalation point for major incidents. You will collaborate with internal teams and ensure high-quality documentation and testing. The ideal candidate possesses strong technical support experience, excellent communication skills, and a customer-centric approach. We offer a supportive and collaborative work environment with various benefits.

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
• 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

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

Preferred Qualifications

Zendesk and Salesforce experience is a plus

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