Position Description

Support Specialist - Corptax
Job Posting Location Plano, TX
Job Code 7201
Weekly Schedule
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Corptax , a CSC company, is transforming the business of tax through technology and business process expertise.  Offering the first and only single platform solution on the market, Corptax handles an unlimited range of data with great accuracy, speed and transparency. We challenge ourselves every single day to help our clients increase automation, manage risks and make stronger decisions.  We provide solutions to a multitude of Fortune 1000 firms, including more than 50% of the Fortune 500 and nine out of the top 10. Corptax has been nationally recognized as one of the top companies to work for in Illinois and Texas. A solid salary and benefits package compliments your professional growth for a new level of job satisfaction.   We are seeking highly motivated, enthusiastic individuals to join Corptax in our Plano, TX office.  Visit our website at: http://www.corptax.com.

 

Support Specialist

The Support Specialist is a position within Customer Operations is responsible for helping all Corptax customers understand and adopt the Corptax product suite, and for managing the overall support relationship for a few assigned customers. The Support Specialist will acquire a broad understanding of Corptax products and will use that knowledge to assist customers in identifying relevant solutions to their inquiries, driving adoption of licensed products, and identifying products and services needed to achieve greater productivity and efficiency

Over time, the Support Specialist will develop deeper knowledge of Corptax products and customer processes and will select one or two product areas to focus on, becoming a subject matter expert in those areas. This growth process will allow the Support Specialist to move toward either the Advocate or Analyst role within the Support organization. The Support Specialist will respond to inquiries from all customers, regardless of the inbound support channel: online case, phone, email, chat, etc. Minimal travel is required for this position. The Support Specialist will occasionally work additional hours, including weekends, based on customer filing trends and departmental needs.   

While managing assigned customers, the Support Specialist will develop a relationship with our customer’s primary contacts. The purpose of the relationship is to understand the customer’s needs such as internal filing deadlines or changes to their business that might alter the way they interact with the Corptax products. The Support Specialist will also review open cases for his or her assigned customers to identify areas where there is a training need and either coordinate formal or informal training and identify a subject matter expert within Corptax to meet that need. In some cases the Support Specialist may provide ad hoc training.

Position Responsibilities

  • 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.
  • Develop a relationship with assigned customers, ensuring a minimum of four proactive, non-support case related contacts per customer assignment per year.
  • Assist on project assignments related to the support of the Corptax products.
  • Demonstrate consistently exemplary standards of ethical conduct.

Position Qualifications and Requirements

  • Minimum 1 year 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.
  • Ability to use broad expertise or unique knowledge to contribute to the development of company objects and product to achieve goals in creative and effective ways.
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