Client Services Tier 2
Caret
- San Diego, CA
- $60,000-70,000 per year
- Permanent
- Full-time
- We succeed together
- We embrace progress
- We care big
- We create space
- Virtual, customer-facing role utilizing video communication software with access to virtual tools and resources for customer interaction.
- 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.
- Meet efficient deadlines for client work processing and ensuring our customer SLAs are achieved.
- 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.
- Collaborate with product experts and provide updates on assigned escalations.
- Work with the Senior Manager and the wider Customer Operations team to share technical information regarding the Caret Legal in a proactive manner.
- Share challenges and best practices to continuously improve our Service Levels to our customers & overall experience.
- 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.
- Highly energetic, positive and enthusiastic team player with an ability to communicate at all levels, both internally and externally.
- BS degree in Accounting, Finance, or related field.
- Familiar with SQL and/or NoSQL databases or willing to learn.
- 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