Location: all cities,TX, USA
Corptax Support Analyst
Remote-Americas
Monday-Friday 8:00 am to 5:00 pm
Candidates for this position must be eligible to work without sponsorship. Time on-site or time zone may be necessary based on business need.
Summary:
CSC Corptax provides corporate tax solutions to clients across the globe with the market's only single system for global compliance, provision and planning. The ideal candidate will have a background in accounting and corporate tax software. The Support Analyst is an experienced level position within the Support organization whose primary responsibility is to respond to inquiries from customers within the Corptax family from inbound channels such as: online case, phone, email, chat, etc. The Support Analyst is also responsible for managing the support relationship for an assigned group of customers. The Support Analyst will use their broad-based knowledge of Corptax products and customer tax department processes to help identify relevant solutions to customer inquiries, drive adoption of existing licensed products and help our customers identify products and services they have not licensed that will help them toward greater productivity and efficiency. This is a remote position. The Support Analyst occasionally works overtime, including weekends, based on customer filing trends/needs.
Some of the things you will be doing:
* Develop a relationship with all assigned customers, ensuring a minimum of four proactive, non-support case related contacts per customer assignment per year.
* Provide general case support (all channels) for all Corptax customers and other internal Corptax teams using the then-current tools available to the Support organization.
* Identify customers that may need additional training in order to drive better adoption of Corptax products or drive down case creation.
* Provide pre-release customer scenario testing for issues being resolved for either your customers or for issues in your area of expertise.
* Document all customer issues in the Corptax case tracking system and assign or document appropriate solutions to the customer issue.
* Review knowledgebase solutions in the area of expertise to ensure overall quality of our knowledgebase and online support capabilities. Create new solutions where necessary and recommend changes to existing solutions.
* Maintains a satisfactory proficiency in an area of the Corptax product family.
* Assist on project assignments related to the support of the Corptax products.
* Demonstrate consistently exemplary standards of ethical conduct.
What technical skills, qualifications and experience do you need?
* Minimum 3 years relevant software support experience, ideally in software application support or tax software support.
* Bachelor's degree in accounting or tax preferred but will consider relevant experience with a bias toward backgrounds including a strong knowledge of tax and accounting applications. Master's in Taxation and/or CPA certification is a plus.
* High standards of customer service and support, honesty, and integrity.
* Proficiency with Microsoft products.
* Ability to quickly learn Corptax applications.
* Ability to accurately and completely document case information into the Corptax case tracking software.
* Ability to use initiative in identifying, addressing and resolving day to day issues and challenges.
* Able to work appropriate hours to complete tasks meet goals and support required travel.
* Strong, positive attitude and work ethic desired.
* Strong team focus but discipline to work independently.
* Excellent written and verbal communication skills with the ability to develop strong and lasting relationships with team members from other departments.
* Ability to manage multiple activities (multi-tasking) while driving all activities to successful completion.
Ability to travel up to 10% though limited travel is anticipated in this role. Travel includes: client meetings, regional training events, onsite support, user groups and conferences.
#LI-SP1 #Remote