Support Specialist

    • San Diego, CA


We are looking for an experienced customer support professional to support external customers of CSC TCI. The customer Support Specialist will have knowledge of computer software, hardware, operating systems and network platforms in which PTMS could potentially be run and, if possible, previous accounting and/or property tax experience. The Customer Support Specialist will develop a thorough knowledge of PTMS and tax related issues through in-house training and continued education from Senior Customer Support Specialists, Trainers and other PTMS staff.

RESPONSIBILITIES

70% - Customer Support

  • Assist clients with support problems via web based interactive software, phone, and email

  • Attend and participate in customer support meetings

  • Provide phone training to clients when needed.

  • Assist with hardware related problems associated with PTMS

  • Assist other support staff with support requests as needed

  • Attend training sessions on new products

    30% - Documentation and Research

  • Document all client support requests in CRM system

  • Validate and document program bugs via Bug tracking software (CRM system)

  • Document and escalate Enhancement Requests and Program Bugs to Customer Support Department Director

  • Research answers to escalated calls

  • Assist QA in testing

  • Learn updated versions of software

    ENVIRONMENT

  • Must be able to be on the phone for long periods of time (up to 7 hour a day during the busy season)

  • Must be able to sit for long periods of time

  • Must be able to input(keyboard) all client notes and meeting notes into computer

  • Regular office days. Start times may fluctuate within a 2 hour period

  • Occasional on call pager duty on evenings, week-ends and Holiday as required

  • The CSS must demonstrate excellent interpersonal skills and maintain a professional level of interaction with clients at all times

  • No travel required, except if attending out of town training seminars

    SKILLS, KNOWLEDGE AND ABILITIES

  • BA or BS degree in computer sciences or a related field, or equivalent experience

  • Considered to be level 2 and above - 2 - 3 years customer service experience and knowledge of accounting.

  • Strong computer skills with knowledge of computer software (including MS Office), hardware, operating systems, network platforms.

  • Knowledge of real and/or property tax compliance.

  • Incumbent must work well under pressure, meeting multiple and sometimes conflicting deadlines and shall at all times demonstrate cooperative behavior with colleagues and supervisors.

  • Ability to calm frustrated customers and solve software issues.

  • Ability to listen to customers while looking up a solution on the computer.

  • Provide input to developers and Quality Assurance.

  • Ability to take a call that may have been unresolved by previous customer service representative.

  • Ability to handle multiple projects

  • Ability to learn new software applications quickly

  • Ability to function independently with minimal oversight and direction and work as a team member

  • Excellent verbal and written communication skills required

  • Must have good organization skills, detail oriented and ability to follow through

  • Must be team player

    CSC - Tax Compliance, Inc. is an equal opportunity employer

    #TCI #Corptax


    Since 1993, CSC TCI, formerly known as Tax Compliance, Inc., has been the premier property tax and business license compliance software developer for corporations. We transform the business of tax, business licensing, and compliance through technology and business process expertise. Our software solutions support our clients' entire tax and compliance life cycle, helping to minimize risk, costs, and reduce the time required to perform tasks. We are the trusted partner for 50% of the Fortune 100®, and our markets include medium to large corporations conducting business in multiple jurisdictions and outsource service providers using our solutions to serve their clients' needs. We keep our clients' businesses running smoothly and in compliance by employing experts in every business we serve.

    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's 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 TCI is an equal opportunity employer.

    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.

  • Offering solutions for every phase of the business lifecycle, CSC is a recognized leader for business, legal, tax and digital brand services worldwide.

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