Support Analyst

The Role

You will join Carta's APAC Customer Support team as a Support Analyst. As a key member of the team, you will provide timely and accurate front-line support for all customers, proactively follow-up with clients, and engage with clients real-time via email and phone or Zoom.

Responsibilities

• Provide timely and accurate front-line support for all customers
• Proactively follow-up with your clients and stay actively engaged from the day a case is opened
• Engage with clients real-time via email and phone or Zoom
• Keep documentation of client interactions so that you and your teammates can identify and address trends through process improvement
• Become an expert in our security and escalation practices
• Train your clients based on the understanding you have acquired while working with them
• Maintain an in-depth understanding of the software platform as well as all of Carta’s business units - Private Markets and Valuations.
• Assist with product development by testing new features and bug fixes as well as surfacing customer feedback
• Contribute to the ongoing learning and success of the team/company by sharing knowledge through mentorship, collaboration, and thorough documentation

Requirements

• Fluent in English with strong written and verbal communication skills
• Experience working in a client-facing role, preferably a call-center or similar style work environment
• Customer Obsessed: Care deeply and passionately about the customer experience, and is able to maintain customer satisfaction scores even when case volume is high
• Problem Solver: Driven to help and solve problems both for your clients and your team
• Ownership: Take ownership of problems and enjoy making contributions to process improvements
• Poised: Exhibit diplomacy, tact, and poise when communicating with clients or customers
• Adaptable: Able to thrive in ambiguous environments and be nimble to changes

What We Offer

• Competitive salary and benefits package
• Opportunity to work with a leading technology company in the venture capital and private equity space
• Collaborative and dynamic work environment
• Professional development opportunities

How to Apply

If you are a motivated and customer-focused individual who is looking for a challenging and rewarding role, please submit your application, including your resume and a cover letter outlining your experience and qualifications.