Cole Valley Software is the creator of ContactEase CRM for law, accounting and professional services firms.  It provides firms with robust tools to manage their contacts, pipeline, mailing lists and events while providing business analytic reporting with the option of integration with accounting and other systems.  ContactEase CRM is used by over 250 law and accounting firms, with 16,000+ users worldwide. 

We are always looking for good people to join our team.  At this time we are looking for a Technical Support Specialist and a ContactEase CRM Software & Services Sales Representative.  The job descriptions are as follows:

  

Technical Support Specialist
Job Description
    
Summary:
Technical Support Specialist will be required to provide on-going Level 1, Level 2 and Level 3 service desk support, and perform project work associated with integrations and database conversions. This position participates in planning meetings, coordinates installation and configuration of proprietary Cole Valley systems, assists clients with preparing their local IT environments, and provides support to clients post implementation. The role requires a broad knowledge of hardware environments and software components, combining elements of a technical services support technician, service desk analyst, and implementations specialist.  The appropriate candidate will have strong customer service skills and use their technical expertise to take ownership of projects and support tickets to see them through to resolution. 
    
Responsibilities:
  • Provide superior customer service to our client and partner base
  • Participate in implementation planning sessions with project management and clients
  • Regularly interact with client IT technical staff
  • Install and configure proprietary company software in client environments, including installation of required MS-SQL databases
  • Monitor and respond to client inquiries and support requests via phone, email, web, etc.
  • Troubleshoot, configure and provide solutions to diverse technical issues associated with supporting proprietary company and third-party software, desktop and server operating systems, email servers, web servers, database servers, virtual desktops, terminal servers and network topologies
  • Write batch files/scripts as needed to support the installation and support process, database maintenance, client conversions, etc.
  • Take escalated support calls as needed (levels 1,2 & 3)
  • Maintain detailed documentation on implementation processes, client interactions and incident reports in FreshDesk
  • Maintain the technical support knowledge base
  • Provide support & training to both clients and internal company staff
  • Meet or exceed IT support productivity standards and metrics
  • Proactively identify opportunities for improvement and present to the team for review and approval
  • Provide timely status updates to users and management
  • Define and develop statements of work for integration of client third-party systems with ContactEase
        
Qualifications:
  • Minimum of Bachelor’s degree in computer-related field, or equivalent professional work experience of 3+ years with heavy telephone support
  • Experience with IT management support/ticketing tools, such as FreshDesk
  • Experience installing, configuring and troubleshooting MS-Windows (XP to current) 
  • Experience installing, configuring and troubleshooting MS-Windows Server OS (2008 to current)
  • MS-Office experience (including Office365), with emphasis on advanced features of MS-Outlook (2003 to current)
  • Experience installing and configuring MS-Exchange
  • Experience installing and configuring software in a virtual desktop environments (VDI)
  • Experience installing and configuring software in a Citrix/Windows Terminal Server environment
  • Experience automating tasks using batch files/scripts
  • Experience installing, configuring and troubleshooting Microsoft IIS
  • Experience installing, configuring and troubleshooting MS-SQL Server
  • Proven knowledge and applied experience with troubleshooting techniques
        
Success Factors:
  • Superb customer service skills
  • Clear and concise verbal and written communication
  • Excellent organizational and time management skills (ability to multitask/prioritize)
  • Ability to take initiative, ownership, and accountability
  • Ability to telecommute and work with a geographically distributed team
  • Strong team player that is also able to work autonomously
  • Ability to collaborate with internal and external stakeholders
        
Preferred Experience: 
  • CRM experience a plus
  • Experience working in a law firm or professional services environment a plus
        

  

ContactEase CRM Software & Services Sales Representative
  
Software & Services Sales Representative is responsible for selling ContactEase CRM software products and services to legal, accounting and professional service firms.  A successful rep will execute sales strategy, initiate contact with potential customers, identify needs and sell appropriate software and services to meet those needs.  We’re looking for a “hunter” with a proven track record of successfully identifying, qualifying, advancing and closing sales opportunities that can work independently from a home office.   

Responsibilities:
• Achieve/exceed quarterly and annual sales goals
• Acquire qualified prospects through cold calling, networking opportunities, tradeshows, social media, etc.
• Use Value-Selling sales approach to discovery and qualification
• Demonstrate in-depth and breadth of knowledge in the CRM software space
• Develop and deliver sales presentations, product demonstrations and close sales in a professional and effective manner
• Prepare quotes, proposals, license agreements and RFP responses for potential customers
• Maintain and forecast an accurate pipeline with complete and up-to-date information in CRM
• Collaborate with the support and client services team (marketing,  development, client services and implementation) throughout the entire sales process
• Keep informed of new products, services  and trends that impact and are of interest to our customer base
• Represent the company in regional and national trade shows

Skills:
• Minimum 2-3 years of successful sales experience
• Outstanding consultative selling abilities and excellent interpersonal skills with entry level staff to executive level customers and partners in all levels of an organization (marketing, administration, professionals, IT, etc.)
• Ability to work collaboratively with colleagues to create results driven, team oriented environment
• Ability to telecommute and work with a geographically distributed team to meet critical deadlines without direct supervision
• Ability to follow operating procedures and instructions
• Ability to work well under pressure while maintaining a professional demeanor
• Ability to travel up to 25% of the time
• CRM experience
• Knowledge of and experience in selling to law and accounting firms is a plus
• Bachelor's degree required
  
Personal Attributes:
• Outgoing, friendly, personable
• Strong ability to create meaningful connections
• Client service oriented
• Sense of ownership
• Self-starter, ability to work autonomously
• Ability to handle multiple tasks efficiently
• Attentive to detail
• Proactive
• Organized and timely
• Strong communicator
• Results driven
• Technology savvy
  
  
‚ÄčIf you would like to apply for a position, please send your cover letter and resume to kobryon@colevalley.com.