Product Support Specialist

Req number:

R8435

Employment type:

Full time

Worksite flexibility:

Remote

Job Summary

As a Product Support Specialist, you will be responsible for providing level 1 technical support for our a corporate tax software.

Job Description

We are looking for aProduct SupportSpecialistto remotely provide level one technical support to a corporatetax softwareproduct. TheProduct SupportSpecialist will remotely provide Level 1 technical support for our client27s customers for their corporate tax software global product line. Additionally, they will support incoming requests via calls, emails, and the client27s web portal. Understanding and resolution of moderately complex issues is expected, specificallytroubleshootingin the areas of product functionality, data, calculation, and technical integration issues. They will also support a dynamic team environment by collaborating with other departments, team, and workgroup members, by contributing time, effort, and ideas. This position will befull-time, 2nd shift, andremote.

What You27ll Do

• Answer phone calls and respond to emails and web portal requests

• Be available within the ACD system to answer customer phone calls

• Receive and handle customer issues/requests via tickets within ITSM tool

• Analyze and resolve technical andsoftwarerelated problems

• Log all work activity and efficiently work to resolve or assign ticket to appropriate team

• Engage knowledge of products, tax, and key resources to ensure timely resolution

• Contribute to creating and updating knowledge base articles, sharing knowledge

• Assists with mentoring and training of new team members

• Drive positive results in Customer Experience through timely response and professional interaction

• Demonstrate self-direction in meeting targets forperformance metricsto achieve daily individual work goals and team monthly metrics

• Provide consistent communication with the customer to effectively manage expectations

• Function as a business liaison between CAI clients and their customers, balancing the needs of both the client and the business in a way that drives a mutually agreed upon outcome

What You'll Need

Required:

• Minimum 1-3 years' experience asProduct SupportSpecialist (or similar)

• Degree inInformation SystemsorComputer Science(Preferred) or equivalent experience

• Intermediate knowledge of platforms,operating systems, andweb authoring tools

• Basicknowledge of product functional issues,basictechnical issues, and theapplicationof corporate tax concepts

• Basicknowledge of computer terms, languages, database concepts,Oracle,SQL Server, etc.

• Familiarity with commonERP systemsand concepts

• Customer technicalproduct supportexperience with analyzing, resolving, and routing customer inquiries

• Knowledge of common support tools and practices, specificallyticketing systemssuch asSalesforceand ITIL

• Analytical, problem solver

• Strong attention to detail

• Excellent work ethic;self-motivated

• Fast learner

• Ability towork independentlyand follow through on open tickets without supervision

• Team-oriented

• Ability to confidently make quick decisions using resources and independent judgment to resolve technical customer issues and provide timely statuses to customers and key stakeholders as appropriate to the situation

• Ability to be professional in all interactions, with the proven ability to handle difficult customer situations while remaining positive and customer focused

• Ability to manage stress in a busy, and at times, demanding call center environment

• Possess awareness and appropriately handle sensitive proprietary information

• Strong writing and verbal skills; speaking effectively, using conventions proper to the situation

• Ability to employ a professional approach with others, using all appropriate tools of communication; uses consideration and tact when offering opinions

• Ability to work weekdays from 2:00pm - 10:00pm EST

Preferred:

• Knowledge of corporate tax principles and relatedtax software

• Certifications in databases,Java, orweb services

• Knowledge ofITIL principles

• Knowledge ofUNIX/Linux

• Knowledge of environmental variables and compilation commands for OS andprogramming languages(for some roles only)

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

#LI-AE1

$49-$50 per hour

The pay range for this position is listed above.Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role receive paid time off and may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.