Product Support Specialist (Corporate Tax Software)

Location: Remote within the United States of America; weekdays from 6:00am–3:00pm EST.

Salary: $49,000 per year.

Company

hirify.global is a global services firm with over 9,000 associates and more than 40 years of experience delivering talent and technology solutions across public and commercial sectors.

What you will do

• Provide Level 1 technical support for a global corporate tax software product through phone calls, emails, web portal requests, and ITSM tickets.
• Analyze and resolve moderately complex product functionality, data, calculation, and technical integration issues.
• Log work activity, resolve tickets, or route them to the appropriate team while communicating timely status updates.
• Use product, tax, and technical resources to deliver timely customer resolutions and manage expectations.
• Create and update knowledge base articles, share knowledge, and mentor or train new team members.
• Collaborate across departments as a liaison between hirify.global clients and their customers while meeting individual and team performance targets.

Requirements

• 1–3 years of experience as a Product Support Specialist or in a similar role.
• Degree in Information Systems or Computer Science, or equivalent experience.
• Intermediate knowledge of platforms, operating systems, and web authoring tools.
• Basic knowledge of product and technical issues, corporate tax concepts, computer terminology, programming languages, database concepts, Oracle, and SQL Server.
• Experience with customer technical product support, including analyzing, resolving, and routing customer inquiries.
• Knowledge of common support tools and practices, including Salesforce ticketing systems and ITIL.
• Analytical problem-solving skills, attention to detail, self-motivation, fast learning, and the ability to work independently on open tickets.
• Ability to make decisions using independent judgment, handle difficult customer situations professionally, manage stress in a demanding call center environment, and protect sensitive proprietary information.
• Strong written and verbal communication skills and the ability to work independently and collaboratively.

Nice to have

• Knowledge of corporate tax principles and related tax software.
• Certifications in databases, Java, or web services.
• Knowledge of ITIL principles, UNIX/Linux, environmental variables, and compilation commands for operating systems and programming languages.

Culture & Benefits

• Full-time remote work with a weekday EST schedule.
• Medical, dental, and vision insurance.
• 401(k) retirement account access.
• Paid time off and possible paid sick leave or other paid leave as required by applicable law.
• Work involves extended computer use and sedentary activity, with occasional movement for meetings.