Product Support Specialist

Role overview This full-time, remote position provides Level 1 technical support for a corporate tax software product used by business customers worldwide. The role focuses on resolving moderately complex issues spanning product functionality, data, calculations, and technical integrations, while acting as a liaison between customers and the broader organization. The annual salary is $49,000, and the position supports a dynamic, team-oriented environment.

Responsibilities - Answer inbound customer phone calls and respond to email and web portal requests through an ACD system - Receive, analyze, and resolve technical and software-related issues, escalating or assigning tickets as appropriate - Log all work activity in an ITSM ticketing tool and consistently update customers on ticket status - Apply knowledge of corporate tax concepts to troubleshoot data, calculation, and integration problems - Contribute to the knowledge base by writing and updating articles, and assist with mentoring new team members - Collaborate with internal teams to manage expectations and drive positive customer experience outcomes

Requirements - 1-3 years of experience in a product support specialist or similar role - Degree in Information Systems or Computer Science, or equivalent experience - Intermediate knowledge of platforms, operating systems, and web authoring tools - Basic familiarity with corporate tax concepts, Oracle, SQL Server, and ERP systems - Experience with ticketing tools such as Salesforce and ITIL practices - Strong analytical, written, and verbal communication skills with the ability to manage a busy, demanding call center environment

Nice to have - Customer-facing technical product support experience analyzing and routing inquiries

Benefits and work setup - Medical, dental, and vision insurance plus 401(k) retirement account access - Paid time off and paid sick leave consistent with applicable law