Technology Support Specialist - Global Tax & Legal

About the role

As a Technology Support Specialist, you will provide premium level support by responding to end user inquiries with a sense of urgency. Analyze and resolve or triage application support incidents/requests. Log and track incidents/requests from identification through resolution in incident management software. Communicate with resources involved in resolution to ensure incidents are resolved, requests are fulfilled, and the customer communication is complete. The team Global Tax & Legal deploys the right team of experts to address the ever-evolving needs of our businesses around the world. Our professionals deliver superior compliance and advisory insights and guidance (local and global) to support our businesses operating in singular or multiple jurisdictions.

Responsibilities

• Provide premium-level technical application support via email, phone, and chat, to both internal and external users.
• Maintain all application SLAs and respond to users via a ticketing system for incident management.
• Respond to end user support inquiries with a sense of urgency.
• Analyze and resolve or triage application support incidents/requests.
• Log and track incidents/requests from identification through resolution in incident management software.
• Communicate with resources involved in resolution to ensure incidents are resolved, requests are fulfilled, and the customer communication is complete.
• Collaborate with application development/infrastructure resources to resolve incidents/requests.
• Follow all internal processes and procedures within the Product Support team, including ticket handling and ticket management.
• Document resolutions and internal procedures and update knowledge articles.
• Create a positive customer support experience and build strong relationships through engaged listening and understanding, problem solving, ensuring timely resolution or escalation, communicating promptly on progress, and maintaining a professional attitude.
• Mentor less experienced analysts on proper standards/techniques to improve their accuracy and efficiency.
• Provide after hours and on-call support as needed.

Qualifications

Required:

• Bachelor's degree in information technology, computer science, or related field
• 2+ years of experience as a Technical Application Support Analyst
• Excellent written and verbal communication skills
• Experience with incident tracking systems such as ServiceNow
• Experience with MS Office suite
• Experience working with end users (clients) to resolve their support incidents
• Ability to work flexible shifts to include late night shifts, holidays, and weekends
• Experience working successfully with onshore and offshore teams
• Experience with SharePoint for building/maintaining knowledgebase entries
• Ability to prioritize tasks and flexibility to work on multiple assignments
• Excellent customer service and communication skills

Preferred:

• Knowledge of Tax
• Bilingual fluency in English and Spanish, including strong written and verbal communication skills
• Limited immigration sponsorship may be available