Position Description

Customer Support Specialist - TCI
Job Posting Location San Diego, CA
Job Code 6034
Weekly Schedule Monday - Friday, 8:30am - 5:30pm
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CSC - Tax Compliance, Inc. develops market-leading state and local tax software solutions for corporations. PTMS property tax software helps minimize property taxes and expenses. LicenseHQ helps minimize the time and expense related to license and permit compliance. TCI counts half of the Fortune 100® as clients
We are looking for an experienced customer support professional to support external customers of CSC TCI. The customer Support Specialist will have knowledge of computer software, hardware, operating systems and network platforms in which PTMS could potentially be run and, if possible, previous accounting and/or property tax experience.  The Customer Support Specialist will develop a thorough knowledge of PTMS and tax related issues through in-house training and continued education from Senior Customer Support Specialists, Trainers and other PTMS staff.
 70% - Customer Support
Assist clients with support problems via phone, fax, e-mail, and web based interactive software  
Attend and participate in customer support meetings
Provide phone training to clients when needed.
Assist with hardware related problems associated with PTMS
Assist other support staff with support requests as needed
Attend training sessions on new products
30% - Documentation and Research
Document all client support requests in Clientele
Validate and document program bugs via Bug tracking software (Clientele)
Document and escalate Enhancement Requests and Program Bugs to Customer Support Department Director 
Research answers to escalated calls
Assist QA in testing
Learn updated versions of software
Must be able to be on the phone for long periods of time (up to 7 hour a day during the busy season)
Must be able to sit for long periods of time
Must be able to input(keyboard) all client notes and meeting notes into computer
Regular office days.  Start times may fluctuate within a 2 hour period
Occasional on call pager duty on evenings, week-ends and Holiday as required
The CSS must demonstrate excellent interpersonal skills and maintain a professional level of interaction with clients at all times
No travel required, except if attending out of town training seminars
BA or BS degree in computer sciences or a related field, or equivalent experience
Considered to be level 2 and above – 2 - 3 years customer service experience and knowledge of accounting.
Strong computer skills with knowledge of computer software (including MS Office), hardware, operating systems, network platforms.
Knowledge of real and/or property tax compliance.
Incumbent must work well under pressure, meeting multiple and sometimes conflicting deadlines and shall at all times demonstrate cooperative behavior with colleagues and supervisors.
Ability to calm frustrated customers and solve software issues. 
Ability to listen to customers while looking up a solution on the computer.
Provide input to developers and Quality Assurance.
Ability to take a call that may have been unresolved by previous customer service representative.
Ability to handle multiple projects
Ability to learn new software applications quickly
Ability to function independently with minimal oversight and direction and work as a team member
Excellent verbal and written communication skills required
Must have good organization skills, detail oriented and ability to follow through
Must be team player
CSC - Tax Compliance, Inc. is an equal opportunity employer
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