Remote job
Product Support Specialist
Job details
About this role
Role overview Provide first-line technical support to users of a corporate tax software product in a full-time remote role. The work involves responding to customer questions, diagnosing moderately complex product and technical issues, and coordinating with other teams when a ticket needs further investigation.
Responsibilities - Respond to customer requests by phone, email, and web portal, and remain available in the call-routing system. - Log and manage issues in a ticketing system, investigating product functionality, data, calculations, and integrations. - Resolve issues when possible or route them to the appropriate team, keeping customers informed about status and next steps. - Record work accurately and meet individual and team service targets. - Use product, tax, and technical resources to support timely resolutions; contribute to knowledge base articles. - Help onboard or coach new team members and work with colleagues to improve customer experience.
Requirements - One to three years of experience in product support or a similar role. - Customer-facing technical support experience, including analyzing, resolving, and routing inquiries through ticketing processes. - Working knowledge of operating systems, platforms, web tools, computer terminology, databases, and basic technical issues. - Familiarity with corporate tax concepts and common business or ERP systems. - Strong analytical, communication, and problem-solving skills, with attention to detail and professional customer service. - Ability to work independently, manage open tickets and competing demands, and handle difficult interactions calmly.
Nice to have - A degree in information systems or computer science, or equivalent experience. Familiarity with support platforms such as Salesforce and ITIL practices is also listed.
Benefits and work setup - Full-time and remote. The listing states pay of $49,000 per year and access to medical, dental, and vision coverage, a 401(k), and paid time off, subject to applicable eligibility.