Product Support Specialist

CAI•,

2d•Remote

About The Position

As a Product Support Specialist, you will be responsible for providing level 1 technical support for our a corporate tax software. We are looking for a Product Support Specialist to remotely provide level one technical support to a corporate tax software product. The Product Support Specialist will remotely provide Level 1 technical support for our client’s customers for their corporate tax software global product line. Additionally, they will support incoming requests via calls, emails, and the client’s web portal. Understanding and resolution of moderately complex issues is expected, specifically troubleshooting in 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 be full-time and remote. Only candidates without a need for sponsorship now or in the future will be considered. Candidates must be based in the US.

Requirements

Minimum 1-3 years' experience as Product Support Specialist (or similar)
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 functional issues, basic technical issues, and the application of corporate tax concepts
Basic knowledge of computer terms, languages, database concepts, Oracle, SQL Server, etc.
Familiarity with common ERP systems and concepts
Customer technical product support experience with analyzing, resolving, and routing customer inquiries
Knowledge of common support tools and practices, specifically ticketing systems such as Salesforce and ITIL
Analytical, problem solver
Strong attention to detail
Excellent work ethic; self-motivated
Fast learner
Ability to work independently and 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

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 OS and programming languages (for some roles only)

Responsibilities

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 and software related 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 for performance metrics to 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