Product Support Specialist

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CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

Job Description

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.

What You’ll 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 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 You'll Need

Required:

• 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

• Ability to work weekdays from 10:00am - 6:00pm EST

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

Reasonable accommodation statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to [email protected] or (888) 824 – 8111.

EEO Statement

It is the policy of Computer Aid, Inc.(CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

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.