[Hiring] Technical Support Analyst @CSC

Role Description

The Technical Support Analyst (TSA) is a developmental level position within the Support organization primarily responsible for working with CSC Corptax® customers to help with inquiries related to the server and workstation installation and maintenance of Corptax products. The TSA develops a high-level knowledge of the Corptax products and couples that with technical knowledge of Microsoft enterprise systems and related information technologies to validate customer installations and triage customer questions.

The TSA’s primary role is to respond to all customer inquiries regardless of the inbound support channel: online case, phone, email, chat, etc. for questions of a technical nature. This role will occasionally require overtime, including weekends based on customer filing trends/needs. A rotating on-call will be required. Travel is not typically required for this position.

• Provide technical case support (all channels) for all Corptax customers and other internal Corptax teams using the then-current tools available to the Support organization.
• Understand customer needs and provide personalized support to assigned customers or other customers as requested based on areas of specialization/expertise and customer need.
• Respond to and provide appropriate solutions to intermediate level customer inquiries while maintaining moderate case closure rates.
• Collaborate with team members in a fast-paced environment.
• Work under clearly defined guidelines, with moderate supervision, making sound decisions based on previous experience and confirming your conclusions with more senior level team members prior to execution.
• Document all customer issues in the Corptax case tracking system and assign or document appropriate solutions to the customer issue.
• Review knowledge base solutions within professional expertise to ensure overall quality of our resources and digital support capabilities.
• Develop proficiency in all Corptax products from a technical perspective.
• Perform release testing, as required, of customer scenarios both prior to and after a new Corptax product release. Testing is a shared responsibility, including triage of new product releases and identifying potential required software enhancements.
• Assist on various projects as assigned.
• Learn new technology and experiment with potential internal efficiency solutions.
• Demonstrate consistent exemplary standards of ethical conduct.
• Promote a culture of cooperation, collaboration, and connection within the support team, as well as globally with other CSC business units.

Qualifications

• Position requires 3-4 years of relevant software support experience, ideally in Microsoft systems such as Windows Server, IIS, SQL Server, and SharePoint.
• Exposure to automation, packaging, and monitoring tools such as Ansible, PowerAutomate, SailPoint, Elastic, SSCM, Microsoft Intune, and APIs.
• Bachelor’s degree in a technology field is preferred or relevant experience.
• High standards of customer service and support, honesty, and integrity.
• Proficiency with Microsoft products.
• Ability to quickly learn Corptax technologies.
• Ability to accurately and completely document case information into the Corptax case tracking software.
• Excellent problem-solving skills.
• Strong, positive attitude and work ethic desired.
• Ability to work independently and as part of a team, possessing moderate conflict resolution and negotiation skills to provide positive customer experiences.
• Strong communication skills – both written and verbal.
• Strong interpersonal skills.
• Self-motivated with a drive for continuous improvement.

Requirements

• This role is not eligible for employment visa sponsorship (e.g., H-1B, TN, E-3) now or in the future.
• A reasonable estimate of the current compensation range is $59,884.28 to $76,628.71.

Benefits

• Annual success-sharing bonuses or commission plans based on individual performance.
• Competitive and comprehensive benefits package that includes annual leave, tuition reimbursement, referral bonuses, and more.
• Hybrid or remote work schedules in alignment with local regulations, as business needs allow.