Technical Customer Experience Senior Analyst

Job Description

Technical Customer Experience Senior Analyst

Remote-Americas

Monday-Friday 8:00 am-5:00 pm

The Senior Analyst is an experienced level position within the Support organization whose primary responsibility is managing the support relationship for an assigned group of customers. The Senior Analyst is also responsible for the support of all customers within the Corptax family regardless of customer assignments and will respond to inquiries from all customers regardless of the inbound channel: online case, phone, email, chat, etc. The Senior Analyst will use their broad based knowledge of Corptax products and customer tax department processes to help identify relevant solutions to customer inquiries, drive adoption of existing licensed products and help our customers identify products and services they have not licensed that will help them toward greater productivity and efficiency. The Senior Analyst occasionally works overtime, including weekends, based on customer filing trends/needs.

The Senior Analyst will act as the primary contact within the Support organization for managing the customer experience for their assigned accounts. This role includes developing a relationship with the customer contacts and understanding their particular needs. The Senior Analyst reviews open cases for their customer assignments, helps to coordinate off-peak support needs, identifies and helps manage to the customer's internal milestones and acts on their behalf for critical product issues. The ultimate goal of the Senior Analyst is ensuring a positive customer experience and helping to ensure the annual renewability of their customer assignments license agreements. This role is a customer management role and is not intended to be the first point of contact for the customer.

The Senior Analyst also works with their customers to identify training needs and either coordinates formal training or identifies the need for informal training and coordinates that effort. In many cases the Senior Analyst provides ad hoc training themselves but in others, they assist in helping to identify a Subject Matter Expert within the Corptax organization to help fulfill that need. Minimal travel is required for this position.

Some of the things you will be doing:

• 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.
• Maintains a satisfactory proficiency in an area of the Corptax product family.
• Assist on project assignments related to the support of the Corptax products.
• Demonstrate consistently exemplary standards of ethical conduct.

What technical skills, qualifications and experience do you need?

• Minimum 3 years 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

About Us

CSC is a global business, legal, and financial services company based in Wilmington, Delaware, USA, providing knowledge-based solutions to clients worldwide. We have offices and capabilities in over 140 jurisdictions in the Americas, Europe, Asia Pacific, and the Middle East, and more than 8,000 colleagues. We are the business behind business.®

CSC is committed to creating a diverse and growth-oriented environment where everyone is valued and respected. CSC offers challenging career opportunities and excellent benefits, including annual success-sharing bonuses or commission plans based on individual performance. To learn more, visit cscglobal.com/service/careers.

Visit our careers site to learn more about CSC and 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 describe all duties, responsibilities, and qualifications