Client Services Tier 2

Location: This role is remote and open to candidates nationwide in the United States.

Our Industry: Technology for Small and Medium Size Business (SMB):

AbacusNext is an industry-leading vertical SaaS provider for the compliance-focused Professional Services market. We provide purpose-built, cloud-based solutions for small and medium-sized Legal and Accounting firms to support a secure and cloud-enabled practice. Our highly differentiated cloud infrastructure puts customers' business data and vital applications into a virtual workspace accessible anywhere, anytime, and from any device. www.abacusnext.com

Organizations seeking growth rely on us to accelerate their digital transformation-whether Private cloud, Application cloud, Public cloud (SaaS), or on premise. More than 100,000 users worldwide benefit from the most complete product portfolio in the industry, including practice management and case management solutions, tailored cloud options, document automation, and payment processing. We deliver technology outcomes for our customers that help them grow, evolve, and better serve their clients.

Our Culture: Cutting-edge cloud technology with market needed capabilities:

We know that creativity doesn't happen on-demand. Developing cutting-edge cloud technology takes great minds and talented people working together in a collaborative environment. That is why we are committed to fostering an innovative, agile company culture. We encourage our teams to come together and experiment with new concepts, research new approaches and test out new technologies. We believe that being part of our team will make a difference in the world.

Our Mission: Technology and services for SMB customers to run their business:

To provide professionals in highly-regulated industries the technology and services they need to run their business-anytime, anywhere. We are with our customers every step of the way, helping them grow, evolve, and better serve their clients.

Your Mission:

An Abacus Tier 2 Technical Support Engineer is a technical expert when it comes to troubleshooting issues related to Office Tools. The Tier 2 Support Engineer is the definition of "team player" will mentor Tier 1 Support Engineers and handles escalations from Tier 1 on a per case basis. The Tier 2 Support Engineer takes ownership of complicated technical issues and drives them to resolution. The Tier 2 Support Engineer helps to craft processes, procedures, templates, and tools to help propagate knowledge within the team. The Tier 2 Support Engineer will be instrumental in ensuring that company systems run efficiently, and end users have an optimal experience regarding any computer, application, and platform queries.

Requirements

Job Duties and Responsibilities Include:

• Provide client support and technical issue resolution via ticketing system, e-mail, and phone for the Virtual Server Environment.
• Troubleshooting abilities
• Communicate regularly with other team members about technology issues affecting systems operations and client workflow/production.
• Communicates in a professional, friendly, and efficient manner, striving to meet company's SLA's
• Assume ownership of escalated issues and drive them to resolution.
• Assist in crafting tools and processes for Tier 1 Support Engineers
• Learn fundamental operations of supported software, hardware, and other as job requires.
• Work with other team members to propagate knowledge to the entire team.
• Complete other duties, projects and scheduled tasks as assigned.
• Configuration and troubleshooting of client's equipment to connect via Internet/Remote Services
• Configure and troubleshoot hosted applications
• Specialize in specific areas of cloud & Microsoft technology
• Provide training to clients in the use of system and applications and best practice workflows.
• Monitor the health and status of Abacus Private Cloud servers through the use of monitoring utilities.
• Obtain understanding of operating systems and application operations related to offered services.
• Provide creation of new accounts using provided software tools
• Demonstrates behaviors consistent with the company's vision, mission, and values in all interactions with customer, co-workers and vendors
• Additional requirements may be added by Director of Client Services
• This position requires reliable transportation and the ability to travel to and from the call center with some late nights and some weekends.
• This position may require on-call shift and weekend shifts.
• All prospective employees that are interested in this position must pass a background check with communication with references to verify success for position.

Qualifications Include:

• 3 to 4 years of high-level technical application support experience minimum in a software support role
• Proven track record of successfully assisting customers
• Experience using applications such as Jira, MS Dynamics, NetSuite (A plus, however not required)
• Familiarity with incident management processes (A plus)
• Strong analytical, process-oriented, evaluative, and problem-solving abilities
• Experience with HTML and XML concepts
• Knowledge of Windows Operating Systems and MS Office, especially Microsoft Word
• Knowledge of IIS installation and configuration
• Ability to write scripts and queries
• Experience writing reports
• Ability to work well with others and discuss technical issues with clients in simplified terms

Benefits

• Medical, Dental, Vision, Life Insurance, and Supplemental Insurance
• 401k
• Flexible PTO
• Sick Days

Employee Perks:

• Professional and Financial Growth
• Great culture and environment
• Social, Health, and Wellness Events (now all virtual)
• Anniversary Gifts
• Birthday Time Off
• Employee Assistance Program
• Employee discount program through TicketsAtWork
• 15% Off Gunnar Optik Eyeware

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