Technical Support Specialist ( L1 level)

Job Summary

We are looking for a Product Support Specialist to remotely provide level one technical support to a corporate tax software product. This position will be full-time and onsite.

Note: Immediate joiners / 15 days notice period / 30 days notice period are preferred.

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 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

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)

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