Customer Service Representative – Remote Jobs San Diego

Job Type: Client Services Tier from home
Location: San Diego work from home
Company: CARET

Our staff at Technical Support is enthusiastic about helping our customers succeed, finding solutions to issues, and enjoying ourselves while working hard. Every day, we take in and make calls, get emails, and reply to self-service inquiries. We never get tired or lack opportunities to improve our customers’ working lives. We show respect to one another as well as to our clients. Customer satisfaction in the areas of courtesy, knowledge, timeliness, quality, and overall satisfaction serve as our benchmarks.

Responsibilities:

Joining a team that provides round-the-clock assistance, as a Technical Support Tier 3 specialist, you will work on difficult Tier 3 support problems and assist our development team in deploying new software updates and patches. When our clients have questions or concerns, you will represent AbacusNext International to them while collaborating with both of our internal teams.

• Assume Accountability for Projects and HotDocs on Premise/Cloud Deployment.
• Offer Custom Integrations & Applications API Support.
• Provide internal and external HotDocs customers with Tier 1, 2, and 3 level support.
• Provide our project managers and sales account managers technical guidance and assistance.
• Give our US HotDocs Support Team technical assistance.
• Quick and customer-focused support for the whole HotDocs product line.
• Assume responsibility for the Service Desk (CRM) and ensure that our customers’ SLAs are met by maintaining and prioritizing support ticket management.
• Collaborate with the Client & Professional Services Senior Manager. Proactively share technical information about the HotDocs product portfolio. Share obstacles and best practices to keep raising the bar on customer service and overall experience.

Requirements:

Requirements Essential

• Five years of comparable professional experience or a Bachelor of Arts or Bachelor of Science degree in a technology-related field is desired.
• extensive experience providing second-line IT assistance, defined as having worked in a technical support team for at least two to three years.
• Demonstrated expertise in Microsoft Office Suites, Active Directory, MS SQL Server, and Windows Server/Client operating systems and architectures.
• solid familiarity with virtualization technology and a solid grasp of the XML and JSON standards.
• Strong networking abilities and methods, including VPN, LAN, WAN, TCP/IP, SNMP, and IPP
• Proficiency in Deploying Software Through Integrations and Customizations
• Strong knowledge of PowerShell and Visual Basic scripting.
• strong ability to analyze and solve problems.
• demands professionalism and the capacity to operate independently and remotely.
• The capacity to work with great attention to detail in a challenging, fast-paced workplace with shifting objectives.
• Excellent interpersonal and teamwork abilities, as well as the capacity to communicate both internally and externally at all levels.
• Excellent administration and organizing abilities; capacity to effectively oversee a wide range of many ongoing projects at once.
• Strong communication abilities both in writing and speaking are preferred.

Preferred

• Amazon Web Services or Microsoft Azure Certification.
• Preferable is a CompTIA or comparable technical certification.

Advantages

• Adaptable PTO
• Accrued Sick Leave
• Fridays in the summer
• Fridays are not meetings.
• Extended Dental, Vision, and Medical Coverage
• Life insurance, both permanent and temporary disability benefits Coverage: business match RRSP plan
• Plan for Education Reimbursement