ABACUSNEXT Technical Support - Tier 3 Salary in the United States

How much does a Technical Support - Tier 3 make at companies like ABACUSNEXT in the United States? The average salary for Technical Support - Tier 3 at companies like ABACUSNEXT in the United States is $60,348 as of May 28, 2024, but the range typically falls between $52,127 and $68,570. Salary ranges can vary widely depending on many important factors, including education, certifications, additional skills, the number of years you have spent in your profession. With more online, real-time compensation data than any other website, Salary.com helps you determine your exact pay target.  View the Cost of Living in Major Cities

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What does a Technical Support - Tier 3 do at companies like ABACUSNEXT?

Job Details

Level:    Experienced
Job Location:    Corporate - San Diego, CA
Salary Range:    Undisclosed
Job Category:    Information Technology

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.

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$52,127 Low Average $60,348 High $68,570

Understand the total compensation opportunity for Technical Support - Tier 3 at companies like ABACUSNEXT, base salary plus other pay elements

Average Total Cash Compensation

Includes base and annual incentives

$52,127
$68,570
$60,348
The chart shows total cash compensation for the ABACUSNEXT Technical Support - Tier 3 in the United States, which includes base, and annual incentives can vary anywhere from $52,127 to $68,570 with an average total cash compensation of $60,348. Total compensation includes the value of any benefits received in addition to your salary and some of the benefits that are most commonly provided within a total compensation package including bonuses, commissions, paid time off, and Insurance. The total cash compensation may get paid differently by industry, location, and other factors.
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