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Product Technical Specialist #104193

Location : King of Prussia
Job Type : Temp/Contract
Compensation : 1.00 USD/HOUR
Start Date : 07/20/2020
End Date : 12/31/2020
Hours : Full Time
Travel : No
Relocation : No

Job Description :








Description:



  1. Provides second level support to customers as necessary involving moderately complex issues.

  2. Possesses working knowledge of product functional issues, low level technical issues, and the application of corporate tax concepts within the context of the supported application(s).

  3. Communicates customers’ needs and requirements to other employees and teams.

  4. Provides work leadership and assistance to less senior staff.

  5. Drives positive results in Customer Experience through timely response, and positive interaction.

  6. Possesses awareness of sensitivity regarding internal and external proprietary information and can distribute information appropriately.

  7. Demonstrates self-direction in meeting targets for performance metrics to achieve daily work goals.

  8. Ability to work independently on tasks for customers

  9. Ability to work within the direction and expectations of the Customer Support Work Center.

  10. Provides 24X7 support as dictated by business drivers.


 


Responsibilities:



  1. Provides second level support for moderately complex issues that were not resolved by frontline. Specifically, troubleshooting in the areas of product functionality, data, calculation, and integration issues.

  2. Facilitates resolution of customer issues by logging and verifying issues, collaborates with appropriate resources to identify the root cause.

  3. Provides consistent communication to work lead and customer to effectively manage expectations.

  4. Responsible for creation and sharing of knowledge.

  5. Provides 24X7 support as dictated by business drivers.

  6. Provides work leadership and assistance to less senior staff.

  7. Support a dynamic team environment by collaborating with other departments, team and workgroup members; contributing time, effort and ideas.

  8. Act as a business liaison between  and the client balancing the needs of both the client and our business in a way that drives a mutually agreed upon outcome

  9. Works on internal projects and teams as assigned


 


Education:



  1. 1-4 years of software support experience in a B2B contact center or equivalent schooling

  2. BA or BS degree in related field or equivalent work experience preferred.

  3. Technical certification in related technologies a plus


 


Skills and Abilities (Preferred):



  1. Possesses working knowledge of computer terms, languages, database concepts, Oracle, SQL Server, etc.

  2. Advanced knowledge of platforms, operating systems and web authoring tools.

  3. Familiarity with common ERP vendor systems and concepts.

  4. Knowledge of environmental variables and compilation commands.

  5. Knowledge in the use of common support tools and practices.

  6. Knowledge of UNIX/Linux; Relational database concepts

  7. Must be a self-starter, able to operate under minimum supervision

  8. Ability to confidently make quick decisions and use independent judgment to resolve technical customer issues.

  9. Proven customer support experience with assessing, routing and addressing customer inquiries.

  10. Ability to actively coach peers and provide informal leadership as a positive role model.

  11. Can professionally represent Vertex at customer sites and conferences.

  12. Can effectively manage stress with the proven ability to handle difficult customer situations while remaining positive and customer-focused.

  13. Can quickly review information requests from inside and outside the support work center and makes informed decisions regarding what information to share and when to refer unresolved requests to appropriate next level for assistance

  14. Ability to use good judgement in all actions with regard to internal and external communications that could impact the  brand and/or the customer

  15. Ability to make timely and appropriate decisions on escalations; and provide timely statuses to customer and key stakeholders as appropriate to the situation

  16. Engages key resources within the work center to ensure timely resolution.

  17. Strong writing and verbal skills; speaks effectively, using conventions proper to the situation

  18. Ability to employ a professional approach with others, using all appropriate tools of communication; uses consideration and tact when offering opinions.

  19. Ability to accurately adjust communication style and delivery based on the audience.


 


Work Environment:



  1. Work Hours - varying schedules to support a 24X7 call center.

  2. Works at a desk in a climate-controlled environment.

  3. Position requires extended use of a keyboard, monitor and telephone.

  4. Normal working environment and is at a moderate noise level.

  5. The individual typically moves and positions objects weighing up to 25 pounds.

  6. The individual sets-up, adjusts, assembles, controls, tests, and operates equipment to generate input and output, and transmit data.

  7. Frequent movement to other offices and/or buildings on site for meetings; periodic off-site travel for education and training purposes

  8. Periods of fast pace are normal particularly when working to meet deadlines


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Required Qualifications :
 
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