Product Support Specialist (3rd shift)
CAI

Job Purpose

The Product Support Specialist will remotely provide Level One technical support for our client's customers for their corporate tax software product line global product line. The Product Support Specialist 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. Core day and after-hours shifts are available for this 24 x 7 support environment. This position requires the ability to work weekends and 3rd shift EST.

Duties and Responsibilities

• Answer phone calls and respond to emails and web portal requests

• 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

• 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

Qualifications

Experience/Education - Required

• 1-3 years' experience as Product Support Specialist (or similar)

• Degree in Information Systems or Computer Science (Preferred) or equivalent experience

Technical Skills - Required

• 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

Skills/Education - 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)

Other Requirements

• Ability to work weekends and 3rd shift (EST)

• 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 customer 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; speaks 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

Work Environment & Physical Requirements

• Spends most of the day in a stationary position operating a computer and will spend some time communicating over the phone

• Remote position requiring internet access; hardware will be provided