AbacusNext Looking for Tier 3 Client Services Technical Support Engineer (Remote) at Remote Full Time

Job type full-time

Full job description

Client services technical support engineer tier 3

Abacusnext is a leading technology provider for legal, accounting, and compliance-focused professionalsWe empower our customers to grow their businesses, better serve their clients, and operate at peak efficiency—all within a secure, cloud-enabled ecosystem.

Location: san diego

Responsibilities:

Provide input into the presales process and support service issues, strategy and approach
Develop and grow the abacuslaw post sales service management function
Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together
Cascade business objectives and targets to the team
Review daily priorities and take appropriate action to ensure results are achieved
Remain aware of new product developments ensuring input and tactical direction to the business on customer service and support challenges
Liaison with the internal functions including sales, product management, engineering, network operations, provisioning and other service functions
Ensure high quality, up-to-date documentation exists for all service arrangements
Ensure test labs are maintained to agreed standards and all relevant testing is documented
Provide input into the company service strategy
Act as escalation point for major incidents and maintain the incident management framework to ensure a prompt resolution and communication of the incident and maintain a high csat rate
Review red accounts status and the trend of incidents to analyze and identify root causes and go-green plans for major incidents and escalations
Drive continuous service improvement initiatives to enhance abacuslaw users experience and engagements
Acquire and maintain advanced levels of product knowledge to assist subject matter experts within the support team and interface with other stakeholders
Participate, collaborate and allocate support resources for other abacuslaw related initiatives such as support q&a sessions, knowledge events and release readiness program to enable the center of excellence cross-functional teams align best practices and processes globally

Skills & requirements:

Bachelor of arts/bachelor of science degree in a technology discipline preferred or 5 years of equivalent work experience
Must have 3-5 years’ experience in senior technical support team
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
Strong interpersonal and team player skills with an ability to communicate at all levels, both internally and externally
Zendesk and salesforce experience is a plus
Strong work ethic with a sense of urgency
Ability to work both independently and as part of a team is a must
Strong customer-focus skills with ability to recognize customer requirements, assist customer in achieving their goals, manage customer expectations and consistently achieve high customer satisfaction
Excellent analytical and problem-solving abilities
Strong attention to detail
Excellent verbal and written communications skills
Strong organizational and management skills; ability to efficiently manage a variety of multiple concurrent projects simultaneously

Benefits:

Medical, dental, vision, and life insurance
401k
Flexible pto
Sick days

Employee perks:

Professional growth
Great culture and environment
Social, health, and wellness events
Anniversary gifts
Birthday time off
Employee assistance programs
Employee discount program through ticketsatwork
15% off gunnar optik eyeware
Employee discount to 24 hour fitness
Brand new full onsite gym (san diego)
Weekly onsite masseuse and chiropractor (san diego)
Ocean views, game room, volleyball court, outdoor zen relaxation area, bbq & patio area, cafeteria (san diego)
Abacusnext® is a smoke free workplace (san diego)

Equal employment opportunity: abacusnext is an equal opportunity, affirmative action employer.

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Posted 30+ days ago