Technical Support Analyst

at CAI in Springfield, Illinois, United States

Job Description

Job ID Number

R3132

Employment Type

Full time

Worksite Flexibility

Remote

Job Summary

As a Technical Support Analyst you will remotely provide Level 2 technical support for our client’s customers for their corporate tax software global product line that are escalated by Level 1.

Job Description

A Technical Support Analyst will remotely provide Level 2 technical support for our client’s customers for their corporate tax software global product line that are escalated by Level 1. Provide On-Call duties 24/7 by rotation. A Technical Support Analyst will support incoming requests within the client’s ITSM tool and ACD system as necessary. To understand and resolve moderately complex issues as expected, specifically troubleshooting in the areas of product functionality, data, calculation, and technical integration issues. Will also support a dynamic team environment by collaborating with other departments, team, and workgroup members, by contributing time, effort, and ideas. This position is full time and remote.

What You’ll Do

+ Facilitate resolution of customer issues by logging, updating, and verifying issues within ITSM tools.

+ Analyze and resolve technical and software related problems.

+ Collaborate with appropriate resources to identify root cause.

+ Provide consistent communication with team leads and customer(s) to effectively manage expectations.

+ Responsible for creating and updating knowledge base articles.

+ Provides 24×7 On-Call support as dictated by business drivers.

+ Provides work leadership and assistance to less senior staff.

+ Assists with mentoring and training of new team members.

+ Support a dynamic team environment by collaborating with other departments, teams, and workgroup members.

+ Works on internal projects with team when necessary.

+ Drive positive results in Customer Experience through timely response and professional interaction.

+ Demonstrate self-direction in meeting targets for performance metrics to achieve daily individual work goals and team monthly metrics.

+ Function as a business liaison between CAI clients and their customers, balancing the needs of both the client and the business in a way that drives a mutually agreed upon outcome

What You’ll Need

Required :

+ 1-3 years’ experience as a Product Support Specialist or Technical Support Analyst

+ Degree in Information Systems or Computer Science (Preferred) or equivalent experience

+ Intermediate knowledge of product functional issues, complex technical issues, and the application of corporate tax concepts

+ Possess working knowledge of computer terms, languages, database concepts, Oracle, SQL Server, etc.

+ Advanced knowledge of platforms, operating systems, and web authoring tools

+ Familiarity with common ERP systems and concepts

+ Knowledge of environmental variables and compilation commands

+ Knowledge of UNIX/Linux; relational database concepts

+ Knowledge of ITIL principles

+ Analytical, problem solver

+ Strong attention to detail

+ Excellent work ethic; self-motivated

+ Fast learner

+ Ability to work independently and follow through on open tickets without supervision

+ Team-oriented

+ Ability to make quick decisions using resources and independent judgment to resolve technical customer issues and provide timely statuses to customer and key stakeholders as appropriate to the situation

+ Ability to be professional in all interactions, with the proven ability to handle difficult customer situations while remaining positive and customer focused

+ Ability to manage stress in a busy, and at times, demanding call center environment

+ Possess awareness and appropriately handle sensitive proprietary information

+ Strong communication skills (written and oral)

+ Ability to work on-call rotation

Physical Demands:

+ Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards.

+ Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

+ Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor

Reasonable Accommodation Statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.

Equal Employment Opportunity Policy Statement

It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.