[Hiring] Product Support Specialist @CAI

Role Description

As a Product Support Specialist, you will be responsible for providing Level 1 technical support for our 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.
• Support incoming requests via calls, emails, and the client’s web portal.
• Understand and resolve moderately complex issues, 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.

Qualifications

• 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.
• Ability to be professional in all interactions.
• 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.
• Ability to work weekdays from 6:00am - 3:00pm EST.

Requirements

• Knowledge of corporate tax principles and related tax software (Preferred).
• Certifications in databases, Java, or web services (Preferred).
• Knowledge of ITIL principles (Preferred).
• Knowledge of UNIX/Linux (Preferred).
• Knowledge of environmental variables and compilation commands for OS and programming languages (for some roles only, Preferred).

Benefits

• Medical, dental, and vision insurance.
• 401k retirement account access.
• Paid time off.
• Paid sick leave and/or other paid time off as provided by applicable law.