Job Description Summary All resources, and logistics required to perform services and maintenance activities on customers' site/property. These activities contribute to, maintain, repair and refurbish sold or existing products. Includes all types of maintenance service (preventive and remedial), manage maintenance facilities and field services engineering. Impacts the team’s ability to achieve service, quality and timeliness of objectives. The role is subject to operating policy objectives. There is moderate autonomy within the role. High levels of operational judgment are required to achieve outcomes required. Job Description Roles and Responsibilities - Act as the single point of contact to the customer for timely and satisfactory resolution of concerns covering a wide variety of support services offered for assigned region, product, or coverage area - Responsible for knowledge of assigned region, coverage area, or product lines, their associated configuration installations, and represents the most direct access to all appropriate internal functions to support the customer · - Establish and maintain contact to provide on-going technical and business support to assigned customers in designated geographic region or coverage area - Requires specialized knowledge within the function. Influence the development of strategy for the area of responsibility, including control of resources and influences policy formulation. - Interprets simple internal and external business challenges and recommends best practices to improve products, processes or services. Stays informed of industry trends that may inform work. - Uses high level of judgment to make decisions and handle complex tasks or problems in areas of operational, product management, manufacturing, technology or engineering. Has ability to assess quality of information given and ask pertinent questions to stakeholders. Able to offer new solutions to problems outside of set parameters and is able to construct and provide recommendations. Uses multiple internal and some external sources outside of own function to help arrive at a decision. - May lead functional teams or projects with minimal resource requirements, risk, and/or complexity. Communicates difficult concepts and may influence others' options on particular topics. May guide others to consider a different point of view. Required Qualifications - This role requires significant experience in the Services & Customer Service Management. Knowledge level is comparable to a bachelor's degree from an accredited university or college (or a high school diploma with relevant experience). Desired Characteristics - Master's degree from an accredited university or college - Strong oral and written communication skills. - Strong interpersonal and leadership skills. - Demonstrated ability to analyze and resolve problems. - Demonstrated ability to lead programs / projects. - Ability to document, plan, market, and execute programs. You must have legal authorization to work in Canada and any offer of employment is conditioned upon the successful completion of a background investigation: the drug screen requirement in the background check process is not required if the role is based in Canada. Additional Information Relocation Assistance Provided: No #LI-Remote - This is a remote position

The Certinia Functional Lead will lead business process transformation and implementation initiatives using Certinia (formerly FinancialForce) within a Salesforce CRM environment. This role is responsible for defining target‑state business processes, gathering and translating business requirements, and delivering scalable solutions for professional services organizations. The consultant will work closely with stakeholders to align business architecture with system capabilities and will lead end‑to‑end implementation efforts from design through deployment. Responsibilities - Lead business process requirements gathering and translate requirements into detailed functional specifications - Design target‑state business processes aligned with industry best practices for professional services organizations - Drive Certinia implementation projects, including planning, configuration, testing, and deployment - Develop and document business architecture, process flows, and solution designs - Collaborate with business and technical stakeholders to ensure alignment between business needs and system capabilities - Provide functional leadership across Salesforce CRM and Certinia environments - Guide teams on leading practices for professional services operations - Support project planning, execution, and delivery while ensuring timelines, quality, and outcomes are met - Communicate project progress, risks, and recommendations to stakeholders and leadership Requirements - Remote role with up to 30% travel - 6–9 years of experience in business process analysis and functional consulting - Certinia (FinancialForce) certification – mandatory - Strong experience in business process requirements gathering and documentation - Hands‑on experience with Certinia implementations for professional services organizations - Experience working with organizations of $700M+ revenue scale - Solid knowledge of the Salesforce CRM platform - Understanding of Business Enterprise Architecture (BEA) concepts - Strong functional analyst skills including process design, solution mapping, and gap analysis - Proven ability to lead end‑to‑end transformation and implementation initiatives - Excellent communication, stakeholder management, and leadership skills Work Timing PST, Remote, USA Hours per week 40 Duration of Contract 2 Months Application Process Please visit Jobs at Mindverse Consulting Services Private Limited and locate the applicable job title. Read the JD in details and Click "I'm Interested" and fill out accordingly. Attach your CV and any other document you deem fit along with the "Screening Questions" which is mandatory. Please be specific and detailed. Note these questions are from the custom to evaluate your candidature. Any vague or inconclusive answer will not be considered. Incase of any query, feel free to reach out to career@mindverseconsulting.com

A LITTLE BIT ABOUT Boldr - Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world. - We are a global team, united by our desire to connect diverse people with common values for boldr impact.  - We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner. LET’S START WITH OUR VALUES - Meaningful connections start with AUTHENTICITY - We do our best work by being CURIOUS - We grow by remaining DYNAMIC - Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE  - At the heart of great partnerships we’ll always find EMPATHY WHAT IS YOUR ROLE As the Senior Team Captain, Tech Support you are responsible for the day-to-day management of your team. You will serve as a point of escalation for issues outside the authority of an agent, as well as coordinate with clients from time to time.  You will ensure the smooth functioning of technical operations, monitor and evaluate staff progress, assist with training and recruitment, set goals, and ensure overall client satisfaction. You will work with software or engineering teams. WHY DO WE WANT YOU We are on the lookout for impact-driven, life-long learners who are passionate in helping Boldr grow and achieve our Purpose. We expect our team to become our ultimate partners in success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic and Authentic.  WHAT WILL YOU DO People Development - Identify growth and development opportunities for team members to enable career progression and self-development - Monitor and assess team members’ performance, and provide timely feedback through regular coaching through the Employee Discussion Log and Quarterly Performance Appraisals - Helps in culture building particularly in embracing our Core Values and exemplifying what a Boldr leader should be Team Management - Monitor attendance and people concerns of all team members, coordinating closely with the HR Team for disciplinary cases - Ensure that team members are properly trained and working consistently to meet client needs - Ensure that the team meets company and client-specific KPI targets through product/service training Internal Coordination - Performing analyses on CIS efficiency and integration. - Reporting to management on CIS development, implementation, and progress. - Collaborating with development teams and departments, as well as incorporating user feedback. - Ensuring CIS innovation and implementation. - Overseeing CIS user-testing and adjustments. - Ensuring that products and services are delivered on time and within budget. - Managing software and hardware installations and upgrades. - Maintaining computer network infrastructure and ensuring network security. - Hiring and training new Tech  staff. External Communications - Be familiar with the client’s key contacts, unique requirements, and operating processes - Demonstrate mastery on the company and client’s offerings (i.e. its product and services) - Understand, investigate, and solve any complex client requests or complaints - Identify opportunities for continuous improvement and scaling growth. - Writing progress reports and delivering presentations to the relevant stakeholders.

About InfoTrack InfoTrack is a platform that seamlessly connects law firms to the courts and to the services that they need to litigate successfully. We're global leaders in legal technology with unparalleled expertise in forging integrations that can drastically improve the efficiency of law firms and the legal system. As a highly ambitious company, we know that our people are critical to our success. That's why we're passionate about fostering a high-performance culture built on professional development, open communication, and transparent leadership. If you're smart, dedicated, and eager to help build a market-leading solution that makes a difference in the lives of our clients, join us. About the role In your role as a Customer Support Specialist, you are committed to delivering exceptional customer experiences and ensuring our clients maximize the value of our software. As we continue to grow, you are dedicated to being the first point of contact, and the friendly voice answering questions about our products and services, and providing world-class customer support, troubleshooting, and technical support. This is a remote role, based in Pacific Time. Responsibilities - Develop a comprehensive understanding of our legal tech solutions, staying up to date with new features and updates, and sharing this knowledge with clients to optimize their experience. - Gain knowledge about our clients, who are primarily law firms and legal professionals, and obtain a deep understanding of their unique needs. - Understand and learn how to use our client success tools, including Salesforce, Dialpad, and our own services to track and update client orders. - Handle and resolve customer concerns and issues promptly, ensuring a high level of customer satisfaction and retention. - Provide top-notch technical support to clients, including troubleshooting software issues, answering inquiries, and guiding them through the effective use of our products. - Track cases through to resolution. Escalate cases to other departments or technical leads as required. - Maintain accurate and detailed records of client interactions and support requests. - Act as the voice of the customer by collecting feedback, suggestions, and pain points to help improve our products and services continually. - Participate in regular performance and development meetings with your direct manager. Track and be responsive to your KPI’s, which will include average handling time, contacts per day, and customer satisfaction scores. - Assist with any, and all task to ensure customer satisfaction. - Contribute to the success of the team and the company. - Able to work collaboratively and cross-functionally with different departments.