Client Services Tier 2

HotDocs by 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. We receive and make calls, receive, and respond to e-mail and Self-Service requests every day. We are never bored or without opportunity to make a difference in the professional lives of our customers. We treat our customers and each other with respect. Our success is measured by customer satisfaction: Courtesy, Knowledge, Timeliness, Quality and Overall Satisfaction.

Your role

As a Technical Support Tier 2 specialist you will join a team that offers 24/7 support, you will be engaged in challenging Tier 2 support issues as well as supporting our clients with deployments of new software fixes and updates. You will work with both our inhouse teams and be the face of Caret to our customers when they have issues or challenges.

Responsibilities

• Deliver Tier 1 & 2 Level Support to our HotDocs Customers internally & externally.
• Support of all the HotDocs Product Portfolio in a timely and customer centric manner.
• Maintain and resolve support tickets ensuring our Customer SLAs are achieved.
• Work with internal departments to provide support and share technical Information regarding the HotDocs Product Portfolio in a proactive manner, sharing challenges and best practice to continuously improve our Service Levels to our Customers & overall experience.
• HotDocs on Premise deployments.

Requirements

Required

• Extensive experience of 2nd line IT support, i.e., at least 2-3 year or
• equivalent experience in a technical support team.
• Intermediate knowledge of Windows Server/Client Operating Systems and Architectures, Active Directory and MS SQL Server environments.
• Good working knowledge of IIS installation and configuration
• Good working knowledge of DNS, HTTPS, Firewalls etc.
• Experience in Software Deployment.
• Strong analytical, process-oriented, evaluative, and problem-solving abilities
• 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.
• Ability to work well with others and discuss technical issues with clients in simplified terms.
• Excellent verbal and written communications skills

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: $45,000 - $55,000. 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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