Technical Support Analyst

Technical Support Analyst at CAI in Boise, Idaho, United States Job Description 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 247 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 To view full details and how to apply, please login or create a Job Seeker account