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Customer Support Analyst, Corporations



IT, Customer Service
Salt Lake City, UT, USA
Posted on Thursday, March 31, 2022
<div class="content-intro"> <h2>The Company You’ll Join</h2> <p>Carta is a platform that helps people manage equity, build businesses, and invest in the companies of tomorrow. Our mission is to create more owners. </p> <p>Carta is trusted by more than 30,000 companies and over half a million employees in nearly 150 countries to manage cap tables, compensation, and valuations. Carta also supports over 5,000 funds representing over $100B in assets under administration with their venture capital solutions. Carta’s liquidity solutions have returned $13B to shareholders in secondary transactions. Today Carta’s platform manages over two trillion dollars in equity for nearly two million people globally. Companies and funds like Canva, Tribe, and Pipe build their businesses on Carta. </p> <p><span style="font-weight:400;">The company has been included on the </span><a href=""><span style="font-weight:400;">Forbes World’s Best Cloud Companies</span></a><span style="font-weight:400;">, </span><a href=""><span style="font-weight:400;">Fast Company's Most Innovative</span></a><span style="font-weight:400;"> list, and </span><a href=""><span style="font-weight:400;">Inc.’s Fastest-Growing Private Companies</span></a><span style="font-weight:400;">. We’ve also been recognized as a </span><a href=""><span style="font-weight:400;">2023 Built In Best Place to Work in the U.S.</span></a><span style="font-weight:400;"> and a </span><a href=""><span style="font-weight:400;">Muse VIBE Award winner in the Vacation and Time Off category</span></a><span style="font-weight:400;">.</span></p> <p><span style="font-weight:400;">For more information about our offices and culture, check out our </span><a href=""><span style="font-weight:400;">Carta careers page</span></a><span style="font-weight:400;">.</span></p> </div><h2><strong>The Team You'll Work With</strong></h2> <p><span style="font-weight:400;">Our team’s mission is to provide excellent customer service by leveraging our knowledge of equity and Carta to reduce customer effort and empower clients to efficiently manage their ownership. </span></p> <p><span style="font-weight:400;">As a Support Analyst, you will have the opportunity to support one of product lines including: </span><a href=""><span style="font-weight:400;">Cap Table Management</span></a><span style="font-weight:400;">, </span><a href=""><span style="font-weight:400;">Carta Partner Program</span></a><span style="font-weight:400;">, </span><a href=""><span style="font-weight:400;">Carta for LLCs,</span></a><span style="font-weight:400;"> </span><a href=""><span style="font-weight:400;">Launch </span></a><span style="font-weight:400;">and </span><a href=""><span style="font-weight:400;">Carta Total Compensation</span></a><span style="font-weight:400;">. </span></p> <h2><strong>The Problems You’ll Solve</strong></h2> <p><span style="font-weight:400;">We are hiring multiple support analysts across our variety of delivery teams. As our customers’ primary point of contact, support analysts will address inbound requests/inquiries over phone, chat and email. A successful candidate will be comfortable and confident in written and verbal communication with whichever of Carta’s stakeholders they end up working with. This could include C-level executives, customers’ employees, law firms (partners and paralegals), as well as investors/board members. Support Analysts need to be able to learn quickly and effectively solve problems. </span></p> <p><span style="font-weight:400;">As a support analyst, the responsibilities and duties you can expect include:</span></p> <ul> <li style="font-weight:400;"><span style="font-weight:400;">Provide timely and accurate front-line support for all customers that your support segment services</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Proactively follow-up with your clients and stay actively engaged from the day a case is opened </span></li> <li style="font-weight:400;"><span style="font-weight:400;">Engage with clients real-time via phone or zoom</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Keep documentation of client interactions so that you and your teammates can identify and address trends through process improvement</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Become an expert in our security and escalation practices</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Train your clients based on the understanding you have acquired while working with them</span></li> </ul> <h3><strong>About You</strong></h3> <ul> <li style="font-weight:400;"><span style="font-weight:400;">Fluent in English with strong written and verbal communication skills</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Highly organized with strong attention to detail as our work is subject to many legal regulations</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Care deeply, genuinely, and passionately about client services </span></li> <li style="font-weight:400;"><span style="font-weight:400;">Excited to take on new challenges</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Responsive and able to complete tasks in a timely manner</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Ability to articulate technical and complex concepts in a clear and concise manner</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Ability to balance multiple active projects with competing priorities</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Exhibit diplomacy, tact, and poise when communicating with clients or customers</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Driven to help and solve problems</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Experience in a fast paced, client facing environment is a plus! </span></li> <li style="font-weight:400;"><span style="font-weight:400;">Experience learning new technologies, platforms, and systems is a plus!</span></li> </ul> <p><span style="font-weight:400;">Even if you don’t have all of the qualifications we’ve listed, please apply if you believe you could be impactful in this role! </span></p> <h3><strong>Benefits:</strong></h3> <p><span style="font-weight:400;">All of our US employees can expect the following benefits: </span></p> <ul> <li style="font-weight:400;"><span style="font-weight:400;">Equity</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Health, dental, and vision insurance covered at up to 100%</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Access to comprehensive on demand mental health program through Modern Health</span></li> <li style="font-weight:400;"><span style="font-weight:400;">401k + matching</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Minimum time off of 15/day per year, and flexible beyond that</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Parental Leave</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Fertility Benefits</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Unlimited book reimbursement</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Learning &amp; development resources</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Robust Employee Resources Groups</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Employee Assistance Program</span></li> </ul><div class="content-conclusion"> <p><span style="font-size:10pt;">We are an equal opportunity employer and are committed to providing a positive interview experience for every candidate. If accommodations due to a disability or medical condition are needed, connect with us via email at <a href=""></a>. As a company, we value fairness, helpfulness, transparency, leadership and build our teams around these values. Check out our <a href="">careers page</a> to get to know us better as you think about your next step at Carta.</span></p> <p><span style="font-size:10pt;"><span style="font-weight:400;">Interested in our candidate privacy policy? Find out more <a href="" target="_blank">here</a>.</span></span></p> </div>
Carta is an equal opportunity employer.
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