Technical Support Analyst

This is a fully remote position, open to applicants in Texas.

📋 Description

• Deliver technical case assistance across all channels for all Corptax customers and other internal Corptax teams utilizing the current tools available to the Support organization.

• Identify customer requirements and offer customized support to designated customers or others as needed, based on areas of specialization and customer demands.

• Address intermediate level customer inquiries and offer suitable solutions while achieving moderate case closure rates.

• Collaborate with team members in a dynamic environment.

• Operate under well-defined guidelines with moderate supervision, making informed decisions based on past experiences and validating your conclusions with more senior team members before implementation.

• Record all customer issues in the Corptax case tracking system and document or assign appropriate solutions to the customer issues.

• Evaluate knowledge base solutions within your professional expertise to ensure the quality of our resources and digital support capabilities.

• Gain expertise in all Corptax products from a technical standpoint.

• Conduct release testing of customer scenarios as needed, both before and after a new Corptax product launch. Testing is a shared responsibility, including the triage of new product releases and identifying necessary software enhancements.

• Assist in various assigned projects.

• Acquire new technology knowledge and explore potential internal efficiency solutions.

• Uphold consistent exemplary standards of ethical conduct.

• Foster a culture of cooperation, collaboration, and connection within the support team, as well as globally with other CSC business units.

⛳️ Requirements

• 3-4 years of applicable software support experience.

• Familiarity with automation, packaging, and monitoring tools such as Ansible, PowerAutomate, SailPoint, Elastic, SSCM, Microsoft Intune, and APIs.

• A Bachelor's degree in a technology-related field is preferred or equivalent experience.

• High standards of customer service and support, along with honesty and integrity.

• Proficiency in Microsoft products.

• Capability to swiftly learn Corptax technologies.

• Ability to thoroughly document case information in the Corptax case tracking software.

• Exceptional problem-solving abilities.

• A strong, positive attitude and work ethic are desired.

• Capacity to work independently and collaboratively as part of a team, with moderate conflict resolution and negotiation skills to ensure positive customer experiences.

• Excellent communication skills, both written and verbal.

• Strong interpersonal abilities.

• Self-driven with a commitment to continuous improvement.

🏝️ Benefits

• Annual success-sharing bonuses or commission plans based on individual performance.

• Comprehensive benefits package.

• Support for colleagues with disabilities.

• Competitive and comprehensive benefits package.