CARET is hiring a
Client Services Tier 2 in United States

Summary

Caret is hiring a Technical Support Tier 2 specialist to join their 24/7 support team. The role involves collaborating with product experts, managing client calls, troubleshooting complex bookkeeping problems, and sharing technical information with the wider Customer Operations team. Required qualifications include 2+ years of relevant experience, thorough proficiency in accounting procedures and principles, knowledge in the Legal Practice Management or Financial tech industry, and technical experience with accounting software or financial technology.

Requirements

• 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 Cloud-based 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
• Self-starter with a high level of initiative and follow-through 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

Responsibilities

• Join a team that offers 24/7 support and engage in challenging support issues as well as supporting the development team
• 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
• Create high-quality 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 post-release
• Work with the Senior Manager and the wider Customer Operations team to share technical information regarding the Caret Legal in a proactive manner

Preferred Qualifications

• BS degree in Accounting, Finance, or related field
• Familiar with SQL and/or NoSQL databases or willing to learn

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