Customer Support Analyst Ii

**The Company You'll Join**:
At Carta we create owners and make private markets liquid.
We live in a world where some people live on the equity stack and enjoy exponential wealth growth and preferential tax treatment; others live on the debt stack and may work their entire lives for a company and retire only with the cash they've managed to save from their paychecks.
Our contribution to solving the wealth inequality problem is moving people from the debt stack (payroll) to the equity stack.
By making it as easy to issue equity to employees as it is to put them on payroll, we can create more owners.
At Carta, we are helpful, transparent, fair, and kind.
We are relentless executors, unconventional thinkers, and masters of our craft.
Learn more about our Series G fundraising round here.
**The Team You'll Work With**:
We are looking for an individual to work alongside our Investor Services Support team within our IS Organization to help build the world's next great investor platform.
We put our customers first, are willing to learn and grow, are problem solvers, work with urgency, ensure data security is a priority, maintain a professional community and work as one team.
**The Problems You'll Solve**:
The Investor Services ("IS") Support Analyst II is responsible for providing solutions and nurturing successful, trusting relationships with all internal and external customers, including limited partners, high-profile investors, and VC firms by using excellent, in-depth knowledge of company products, programs, and equity, as well as communicating in a timely and appropriate manner with team members within the Support department.
- Work closely with other departments to ensure customer needs are met
- Ensure standard metrics are met in regards to Support contacts
- Adhere to company policies and procedures in each interaction
- Ensure accurate documentation of customer interactions within Salesforce to facilitate feedback between Support and Product, as well as with the customer
- Triage incoming requests and identify trends/patterns across customer base in order to flag issues as well as potential solutions for the rest of the team
- Identify, reproduce, and document bugs for the product and engineering teams
- Conduct demos/webinars with customers as they are scheduled
- Provide front-line Support for all competencies managed by the IS Support Team
- Contribute to the ongoing learning and success of the team/company by sharing knowledge through mentorship, collaboration, and thorough documentation
** English Fluency Required**
**The Impact You'll Have**:
You'll play a critical role in the transformation of the financial services industry by supporting our clients and helping them as questions and issues arise.
In this role you will be responsible for interacting with both internal and external fund admin teams as well as LPs invested in funds on the platform, and be in an ideal position to keep a pulse on our customers' needs.
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**About You**:
- Able to communicate professionally in English with English-speaking clients
- Ability to articulate both technical software issues as well as address equity/finance/accounting related questions in an accurate and concise manner in English both verbally and in writing
- Comfortable learning quickly and taking on new challenges
- Exhibit diplomacy, tact, and poise under pressure when working through customer issues as well as a strong sense of curiosity to solve problems
- Demonstrates an ability to communicate in a timely and accurate manner with customers and internal teams
- Experience in a Customer Service or client-facing role within SaaS
- Proficient in Excel
- Equity, financial or venture capital background is a plus
**The Interview Process**:
**Covid Vaccine Policy**
In an effort to safeguard the health of our employees, Carta has implemented a policy requiring all new hires to receive the COVID vaccine (including boosters as the individuals become eligible for them).
Proof of vaccination will be required as a condition of employment.
Carta will continue to comply with applicable laws regarding the reasonable accommodation of individuals with disabilities and/or strongly held religious beliefs.
This policy is part of Carta's ongoing efforts to ensure the safety and well-being of our staff and community, and to support public health efforts.
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