CAI
Technical Support Analyst
CAI, Saint Paul, Minnesota, United States, 55130
Job ID Number
R4053
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
We are seeking a Technical Support Analyst to 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. The Technical Support Analyst will support incoming requests within the client’s ITSM tool and ACD system as necessary. 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 24x7 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
Ability to work weekdays from 12:00pm – 8:00pm EST
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.
#LI-AE1
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.
R4053
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
We are seeking a Technical Support Analyst to 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. The Technical Support Analyst will support incoming requests within the client’s ITSM tool and ACD system as necessary. 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 24x7 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
Ability to work weekdays from 12:00pm – 8:00pm EST
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.
#LI-AE1
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.