Tier 3 Client Services Technical Support Engineer (Remote)

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Job DetailsLevelExperiencedJob LocationCorporate – San Diego, CAPosition TypeFull TimeJob CategoryInformation TechnologyDescriptionClient Services Technical Support Engineer Tier 3 AbacusNext 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.Location: This is a remote opportunity and only accepting applications from individuals residing in the following states: Arkansas, Arizona, Colorado, Florida, Georgia, Illinois, North Carolina, Pennsylvania, Texas, and Virginia.Salary : $55,000- $65,000/year (DOE)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 functionsEnsure high quality, up-to-date documentation exists for all service arrangements.Ensure test labs are maintained to agreed standards and all relevant testing is documentedProvide input into the company service strategyAct 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 analyse 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 sessions, Knowledge Events and Release Readiness Program to enable the Center of Excellence cross-functional teams align best practices and processes globally.QualificationsSkills & 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 a leadership role, leading a customer service/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.Extensive experience with Zendesk.Strong work ethic with a sense of urgencyStrong customer-focus skills with ability to recognize customer requirements, assist customer in achieving their goals, manage customer expectations and consistently achieve high customer satisfactionExcellent analytical and problem-solving abilitiesStrong attention to detailExcellent verbal and written communications skillsStrong organizational and management skills; ability to efficiently manage a variety of multiple concurrent projects simultaneouslyBenefits:Medical, Dental, Vision, and Life Insurance401kFlexible PTOSick DaysEmployee Perks:Professional GrowthGreat culture and environmentSocial, Health, and Wellness EventsAnniversary GiftsBirthday Time Off Employee Assistance ProgramsEmployee discount program through TicketsAtWork15% Off Gunnar Optik EyewareEmployee discount to 24 Hour FitnessBrand 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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San Diego, California Location
Permanent Job Type