ABACUSNEXT Technical Support - Tier 3 Salary in the United States

Description

Technical Support Engineer Tier 3 – AbacusLaw

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.

Our product portfolio includes case and practice management, payment processing, private cloud hosting, and document automation solutions designed to make work easier for more than 1 million global users.

Objective: Create a best in class experience for AbacusLaw support customers which will be across SME, Enterprise, Publishers and Partners.

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 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&A sessions, Knowledge Events and Release Readiness Program to enable the Center of Excellence cross-functional teams align best practices and processes globally.

Qualifications

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 a leadership role, leading a customer service/technical support team.
• 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 urgency
• 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:

• Brand new full Onsite Gym
• Social Events
• Anniversary Gifts
• Covered Parking
• 15% Off Gunnar Optik Eyeware
• Weekly onsite masseuse and chiropractor 
• Employee discount to 24 Hour Fitness
• Close proximity to UTC mall (La Jolla/Miramar) and 805/5
• Ocean Views, Game Room, Volleyball Court, Outdoor Zen Relaxation Area, BBQ & Patio Area, Cafeteria
• AbacusNext® is a smoke free workplace

Equal Employment Opportunity: AbacusNext is an Equal Opportunity, Affirmative Action Employer.

This job is based out of the San Diego Corporate Office and cannot be worked remotely.