20 Product Support Specialist Jobs in Allentown, PA
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CAI is Hiring a Product Support Specialist Near Allentown, PA
Employment TypeFull time
Worksite FlexibilityRemote
Job SummaryAs a Product Support Specialist, you will remotely provide Level 1 technical support for our client’s customers for their corporate tax software global product line via calls, emails, and the client’s web portal.
Job DescriptionWe are looking for a Product Support Specialist to remotely provide Level One technical support to a corporate tax software product. This position will be full-time and remote.
The Product Support Specialist will remotely provide Level 1 technical support for our client’s customers for their corporate tax software global product line. Additionally, they will support incoming requests via calls, emails, and the client’s web portal. Understanding and resolution of moderately complex issues is expected, specifically troubleshooting in the areas of product functionality, data, calculation, and technical integration issues. They will also support a dynamic team environment by collaborating with other departments, team, and workgroup members, by contributing time, effort, and ideas.
What You’ll Do
- Answer phone calls and respond to emails and web portal requests
- Be available within the ACD system to answer customer phone calls
- Receive and handle customer issue/requests via tickets within ITSM tool
- Analyze and resolve technical and software related problems
- Log all work activity and efficiently work to resolve or assign ticket to appropriate team
- Engage knowledge of products, tax, and key resources to ensure timely resolution
- Contribute to creating and updating knowledge base articles, sharing knowledge
- Assists with mentoring and training of new team members
- Drive positive results in Customer Experience through timely response and professional interaction
- Demonstrate self-direction in meeting targets for performance metrics to achieve daily individual work goals and team monthly metrics
- Provide consistent communication with the customer to effectively manage expectations
- Function as a business liaison between CAI clients and their customers, balancing the needs of both the client and the business in a way that drives a mutually agreed upon outcome
- 1-3 years' experience as Product Support Specialist (or similar)
- Degree in Information Systems or Computer Science (Preferred) or equivalent experience
- Intermediate knowledge of platforms, operating systems, and web authoring tools
- Basic knowledge of product functional issues, basic technical issues, and the application of corporate tax concepts
- Basic knowledge of computer terms, languages, database concepts, Oracle, SQL Server, etc.
- Familiarity with common ERP systems and concepts
- Customer technical product support experience with analyzing, resolving, and routing customer inquiries
- Knowledge of common support tools and practices, specifically ticketing systems such as Salesforce and ITIL
- Analytical, problem solver
- Strong attention to detail
- Excellent work ethic; self-motivated
- Fast learner
- Ability to work independently and follow through on open tickets without supervision
- Team-oriented
- Ability to confidently make quick decisions using resources and independent judgment to resolve technical customer issues and provide timely statuses to customer and key stakeholders as appropriate to the situation
- Ability to be professional in all interactions, with the proven ability to handle difficult customer situations while remaining positive and customer focused
- Ability to manage stress in a busy, and at times, demanding call center environment
- Possess awareness and appropriately handle sensitive proprietary information
- Strong writing and verbal skills; speaks effectively, using conventions proper to the situation
- Ability to employ a professional approach with others, using all appropriate tools of communication; uses consideration and tact when offering opinions
- Knowledge of corporate tax principles and related tax software
- Certifications in databases, Java, or web services
- Knowledge of ITIL principles
- Knowledge of UNIX/Linux
- Knowledge of environmental variables and compilation commands for OS and programming languages (for some roles only)
- Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards
- Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
- Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor
Equal Employment Opportunity Policy StatementIt is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.
Job Summary
Full Time
Social & Legal Services
$53k-73k (estimate)
01/25/2024
06/26/2024
caiglobal.org
NEW YORK, NY
50 - 100
1979
BARBARA CICATELLI
$10M - $50M
Social & Legal Services
Related Companies
About CAI
CAI is a global non-profit organization that tackles the toughest issues facing underserved populations today. Since 1979, we have worked to improve the quality of health care and social services delivered to vulnerable populations worldwide. At CAI we develop and deliver a wide range of educational training and technical assistance services to health and social service providers. Our innovative staff help organizations build their capacity to better coordinate their services and more effectively serve their clients. From reproductive health and family planning to HIV/AIDS prevention and subst...ance abuse, our mission remains the same -- to use the transformative power of education and research to foster a more aware, healthy, compassionate and equitable world.
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The job skills required for Product Support Specialist include Call Center, Technical Support, Flexibility, Attention to Detail, etc. Having related job skills and expertise will give you an advantage when applying to be a Product Support Specialist. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Product Support Specialist. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Product Support Specialist positions, which can be used as a reference in future career path planning. As a Product Support Specialist, it can be promoted into senior positions as a Technical Customer Support Specialist III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Product Support Specialist. You can explore the career advancement for a Product Support Specialist below and select your interested title to get hiring information.
If you are interested in becoming a Product Support Specialist, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Product Support Specialist for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Product Support Specialist job description and responsibilities
Product support specialists work as part of the technical team to create optimum customer satisfaction, leading to long term relationships.
02/21/2022: Laramie, WY
Sometimes product support specialists also do training sessions, assist with product launches, or complete support on-site.
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Develop knowledge bases and FAQs for product support activities.
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Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Product Support Specialist jobs
Use tools that boost speed and efficiency.
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Measure and analyze customer feedback.
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Listen, understand and take action.
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Step 3: View the best colleges and universities for Product Support Specialist.
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