Product Support Specialist

About the role

This is a full-time, remote position on second shift (2:00 pm – 10:00 pm EST) providing level 1 technical support for a corporate tax software product.

Responsibilities

• Answer phone calls, emails, and web portal requests within the ACD system
• Receive and handle customer issues/requests via tickets in an ITSM tool
• Analyze and resolve moderately complex technical and software-related problems in areas such as product functionality, data, calculation, and technical integration
• Log all work activity and work efficiently to resolve or escalate tickets
• Engage product, tax, and key resource knowledge to ensure timely resolution
• Create and update knowledge base articles and share knowledge with the team
• Assist with mentoring and training of new team members
• Drive positive customer experience through timely responses and professional interactions
• Meet daily individual and monthly team performance metrics
• Communicate consistently with customers to manage expectations
• Act as a business liaison between CAI clients and their customers, balancing needs to achieve mutually agreed outcomes

Requirements

• 1–3 years of experience as a Product Support Specialist or similar role
• Degree in Information Systems, Computer Science (preferred), or equivalent experience
• Intermediate knowledge of platforms, operating systems, and web authoring tools
• Basic knowledge of product functional issues, technical issues, and 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 inquiries
• Knowledge of support tools and practices, including ticketing systems such as Salesforce and ITIL
• Analytical mindset and strong problem-solving skills
• Strong attention to detail and excellent work ethic; self-motivated
• Ability to work independently and follow through on open tickets without supervision
• Team-oriented with the ability to make quick, confident decisions using available resources
• Professionalism in all interactions, including handling difficult customer situations positively
• Ability to manage stress in a busy call center environment
• Awareness and proper handling of sensitive proprietary information
• Strong written and verbal communication skills; ability to adapt communication style to the situation
• Professional approach with tact and consideration 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
• Understanding of environmental variables and compilation commands for OS and programming languages

Physical Demands

• Ability to safely and successfully perform essential job functions consistent with ADA and other standards
• Sedentary work involving sitting or remaining stationary most of the time with occasional movement
• Ability to conduct repetitive tasks on a computer using a mouse, keyboard, and monitor

Pay

$49–$50 per hour. Exact compensation may vary based on location, experience, and education.

Benefits

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