Product Support Specialist

Product SupportSpecialist.

What Youll Do

• The Product Support Specialist will provide Level 1 technical support for our clientcustomers for their corporate tax software global product line.
• Answer phone calls and respond to emails and web portal requests.
• Understanding and resolution of moderately complex issues is expected, specifically troubleshooting in the areas of product functionality, data, calculation, and technical integration issues.
• support a dynamic team environment by collaborating with other departments, team, and workgroup members, by contributing time, effort, and ideas.
• 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.

What Youll Need

• 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.

Preferred:

• 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).

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.