Product Support Specialist

CAI•,

20h•Remote

About The Position

The Product Support Specialist remotely provides Level 1 technical support for a client’s global corporate tax software product line. The role handles customer requests received by phone, email, and web portal, and troubleshoots moderately complex product functionality, data, calculation, and technical integration issues. The specialist works with other departments and team members to resolve customer concerns, contributes knowledge and ideas, and helps maintain a positive customer experience. This is a full-time remote position with weekday hours of 6:00 a.m. to 3:00 p.m. EST.

Requirements

Minimum 1–3 years of experience as a Product Support Specialist or in a similar role.
Degree in Information Systems or Computer Science, preferred, or equivalent experience.
Intermediate knowledge of platforms, operating systems, and web authoring tools.
Basic knowledge of product functionality issues, technical issues, and corporate tax concepts.
Basic knowledge of computer terminology, languages, database concepts, Oracle, and SQL Server.
Familiarity with common ERP systems and concepts.
Experience analyzing, resolving, and routing customer inquiries in technical product support.
Knowledge of common support tools and practices, including ticketing systems such as Salesforce and ITIL.
Analytical and problem-solving abilities.
Strong attention to detail, work ethic, and self-motivation.
Ability to learn quickly, work independently, and follow through on open tickets without supervision.
Team-oriented approach.
Ability to make timely decisions using resources and independent judgment, resolve technical customer issues, and provide status updates to customers and stakeholders.
Professional communication skills and the ability to handle difficult customer situations while remaining positive and customer-focused.
Ability to manage stress in a busy and sometimes demanding call center environment.
Awareness of and appropriate handling of sensitive proprietary information.
Strong written and verbal communication skills, with the ability to speak effectively and use conventions appropriate to the situation.
Professional approach to interactions, using appropriate communication tools and consideration and tact when offering opinions.
Ability to work weekdays from 6:00 a.m. to 3:00 p.m. EST.

Nice To Haves

Knowledge of corporate tax principles and related tax software.
Certifications in databases, Java, or web services.
Knowledge of ITIL principles.
Knowledge of UNIX/Linux.
Knowledge of environmental variables and compilation commands for operating systems and programming languages, for some roles only.

Responsibilities

Answer phone calls and respond to emails and web portal requests.
Remain available in the ACD system to answer customer calls.
Receive and handle customer issues and requests through tickets in an ITSM tool.
Analyze and resolve technical and software-related problems.
Log work activity and resolve tickets or assign them to the appropriate team.
Use product, tax, and resource knowledge to support timely resolution.
Create and update knowledge base articles and share knowledge.
Assist with mentoring and training new team members.
Promote positive customer experiences through timely responses and professional interactions.
Meet individual performance targets and team metrics through self-directed work.
Communicate consistently with customers to manage expectations.
Act as a business liaison between CAI clients and their customers, balancing their needs to reach mutually agreed outcomes.