Client Services Tier 2

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Requirements:

• Bachelor of Arts/Bachelor of Science degree in a Technology discipline or 5 years of equivalent work experience.
• 3-5 years of experience in a senior technical support team.
• Professionalism and ability to work remotely and independently.
• Strong interpersonal skills and ability to communicate at all levels.
• Experience with Zendesk and Salesforce is a plus.
• Strong work ethic with a sense of urgency.
• Ability to manage multiple priorities with attention to detail.
• Excellent analytical, problem-solving, verbal, and written communication skills.
• Strong organizational and management skills.

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 among team members regarding process improvements.
• Review priorities and take action to achieve results.
• Stay informed about new product developments and provide tactical direction for customer service.
• Liaison with internal functions to maintain service quality.
• Ensure documentation for service arrangements is accurate and current.
• Maintain test labs and ensure all relevant testing is documented.
• Act as the escalation point for major incidents and oversee incident management.
• Analyze trends and root causes of incidents for continuous service improvement.
• Support and allocate resources for CARET legal initiatives, ensuring best practices.