Support Specialist - Tax

Job Description
The Senior Support Specialist is a position within Customer Operations is responsible for helping all Corptax customers understand and adopt the Corptax product suite, and for managing the overall support relationship for a few assigned customers. The Support Specialist will acquire a broad understanding of Corptax products and will use that knowledge to assist customers in identifying relevant solutions to their inquiries, driving adoption of licensed products, and identifying products and services needed to achieve greater productivity and efficiency.
Over time, the Senior Support Specialist will develop deeper knowledge of Corptax products and customer processes and will select one or two product areas to focus on, becoming a subject matter expert in those areas. This growth process will allow the Support Specialist to move toward either the Advocate or Analyst role within the Support organization. The Support Specialist will respond to inquiries from all customers, regardless of the inbound support channel: online case, phone, email, chat, etc. Minimal travel is required for this position. The Support Specialist will occasionally work additional hours, including weekends, based on customer filing trends and departmental needs.
While managing assigned customers, the Senior Support Specialist will develop a relationship with our customer's primary contacts. The purpose of the relationship is to understand the customer's needs such as internal filing deadlines or changes to their business that might alter the way they interact with the Corptax products. The Senior Support Specialist will also review open cases for his or her assigned customers to identify areas where there is a training need and either coordinate formal or informal training and identify a subject matter expert within Corptax to meet that need. In some cases the Support Specialist may provide ad hoc training.
Position Responsibilities

• Develop a relationship with all assigned customers, ensuring a minimum of four proactive, non-support case related contacts per customer assignment per year.
• Provide general case support (all channels) for all Corptax customers and other internal Corptax teams using the then-current tools available to the Support organization.
• Identify customers that may need additional training in order to drive better adoption of Corptax products or drive down case creation.
• Provide pre-release customer scenario testing for issues being resolved for either your customers or for issues in your area of expertise.
• Document all customer issues in the Corptax case tracking system and assign or document appropriate solutions to the customer issue.
• Review knowledgebase solutions in the area of expertise to ensure overall quality of our knowledgebase and online support capabilities. Create new solutions where necessary and recommend changes to existing solutions.
• Develop a relationship with assigned customers, ensuring a minimum of four proactive, non-support case related contacts per customer assignment per year.
• Assist on project assignments related to the support of the Corptax products.
• Demonstrate consistently exemplary standards of ethical conduct.

Position Qualifications and Requirements

• Minimum 1 year relevant software support experience, ideally in software application support or tax software support.
• Bachelor's degree in accounting or tax preferred but will consider relevant experience with a bias toward backgrounds including a strong knowledge of tax and accounting applications. Master's in Taxation and/or CPA certification is a plus.
• High standards of customer service and support, honesty, and integrity.
• Proficiency with Microsoft products.
• Ability to quickly learn Corptax applications.
• Ability to accurately and completely document case information into the Corptax case tracking software.
• Ability to use initiative in identifying, addressing and resolving day to day issues and challenges.
• Able to work appropriate hours to complete tasks meet goals and support required travel.
• Strong, positive attitude and work ethic desired.
• Strong team focus but discipline to work independently.
• Excellent written and verbal communication skills with the ability to develop strong and lasting relationships with team members from other departments.
• Ability to manage multiple activities (multi-tasking) while driving all activities to successful completion.
• Ability to travel up to 10% though limited travel is anticipated in this role. Travel includes: client meetings, regional training events, onsite support, user groups and conferences.
• Ability to use broad expertise or unique knowledge to contribute to the development of company objects and product to achieve goals in creative and effective ways.

Perks:

• Competitive compensation and benefit programs including 401(k) with company match, medical, dental, vision, and vacation plans are just a few of the many ways we take care of our employees
• Continuous on-the-job training, mentoring, and tuition reimbursement to advance your tax and technology skills
• Career ownership with opportunities to drive your career forward and advance within the company
• Opportunity to work with top customers directly and have an immediate and direct impact on their work and save them time
• Ergonomic sit or stand work stations
• A casual work environment with flexible schedules and work from home options
• Our diversity is our strength. Our employees create an environment where everyone is valued and respected. Diverse teams give us a competitive advantage and drive innovation. We're empowered to do what is right for each other and our customers. Though we have many diverse employees, we're one company that encourages everyone to bring their best selves to work every day. We're better together. Some people call this diversity and inclusion-we call it being genuine. CSC Corptax® is an Equal Opportunity Employer.

At CSC, compensation decisions are dependent on a number of factors including job location and the knowledge and experience of each individual. A reasonable estimate of the current range is $65,000 to $70,000.
Additional candidate considerations
The information above describes the general nature and level of work performed by employees in this role. It is not intended to be a description of all duties, responsibilities, and qualifications.
As CSC is actively hiring around the world, we may retain your CV in our database for other opportunities, unless you direct us otherwise.
Below would be one of the following Global Mobility options:

• Candidates for this position must be eligible to work in the country without sponsorship.

As used in this posting, CSC refers to all of our global business units. Please see cscglobal.com for a detailed description of our businesses, locations, services, and products.
CSC Corptax is a market leader in leading-edge commercial tax software and process solutions. We're transforming tax through technology, business process expertise, and award-winning support. Our clients achieve breakthrough performance using the first and only single system on the market for end-to-end tax. Our unmatched automation aligns processes, enhances speed and transparency, improves analytics, and lowers risk across the tax life cycle. CSC Corptax provides solutions to a multitude of Fortune 1000 firms, including more than 50% of the Fortune 500® and 60% of the Fortune 100, and has been nationally recognized as a top company to work for in Illinois and Texas
#remote #BI-Remote #LI-Remote #Corptax
About Us
We are the premier global business, legal, and financial services company providing knowledge-based solutions to clients worldwide. Based in Wilmington, Delaware, USA, we have locations and capabilities in more than 140 jurisdictions in the Americas, Europe, Asia Pacific, and the Middle East, with more than 7,500 employees. We are the business behind business.®
Working with us means entering a dynamic, international, and growth-oriented company. Diverse teams give us a competitive advantage and drive innovation. We're committed to attracting, developing, and retaining talented people who create an environment where everyone is valued and respected. CSC is an equal opportunity employer.

• CSC is a great place to work with smart and dedicated people. We've been voted a Top Workplace every year since 2006.
• We offer challenging work and career opportunities. Many positions are filled with internal moves and employee referrals.
• CSC offers excellent benefits. Employees are eligible for an annual success sharing bonus or commission plans based on role and individual performance.

Careers | CSC (cscglobal.com) Visit our careers site to learn more about CSC's diversity and belonging program, as well as our commitment to our clients, communities, and each other.
Disclaimer: The information above describes the general nature and level of work performed by employees in this role. It is not intended to be a description of all duties, responsibilities, and qualifications.
About the Team
At CSC®, we're always looking ahead, finding ways to improve and anticipate the future needs of our customers. Curiosity fuels our innovation and productivity drives our results. This proactive mindset has helped us adapt and create solutions that have enabled businesses to run smoother and smarter for more than 120 years.
CSC is committed to attracting, developing, and retaining talented people whose personal values align with ours. We empower our employees to bring the right solutions to market to meet customer demand. That is why we are the premier provider of global solutions for more than 180,000 businesses.

• CSC is a great place to work with smart and dedicated people. We have been voted a Top Workplace every year since 2006 and are a 2022 National Top Workplace.

• We offer challenging work and career opportunities. Most positions are filled with internal moves and employee referrals.

• Employees are eligible for an annual success sharing bonus or commission plans based on role and individual performance.

• CSC offers excellent benefits, including medical, dental, life insurance, and flexible spending and health savings accounts. We also offer you a 401(k) with employer match and profit-sharing, paid time off, tuition reimbursement, and more.

• Our global standard for our work environments supports current and future technology initiatives through open design, sit-stand workstations, and digital interface points with wireless access throughout the campus. It's an exciting time for us in terms of growth and expansion.