Product Support Lead

• What Youll 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 customerissues/requests via tickets within ITSM tool.
• Analyze and resolve technical andsoftwarerelated problems.
• Log all work activity and efficiently work to resolve or assign ticket to appropriate team.
• Engage knowledge of products taxand key resources to ensure timely resolution.
• Contribute to creating and updating knowledge base articles sharing knowledge.
• Assistswith mentoring and training of new team members.
• Drive positive results in Customer Experience throughtimelyresponse and professional interaction.
• Demonstrate self-direction in meeting targets forperformance metricsto 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.
• Become a technical subject matter expert in the scope of applications the team supports.
• Monitoragentand teamperformance addressing case queue concerns for the team.
• Coach agents toproficiencyin case resolutions.
• Collaborate with US Service Desk Leads and Teammates
• Report directly to the Service Delivery Manager and Service Delivery Leaders on any concerns.
• All other leadership duties as assigned.

What Youll Need

Required:

• Minimum1-3 yearslead and/or supervisoryexperiencein anApplication Support or technical support role.
• Minimum 1-3 yearshands-on Application Support or Technical Support experience.
• Degree inInformation SystemsorComputer Science(Preferred) or equivalent experience.
• Intermediate knowledge of platformsoperating systems andweb authoring tools.
• Basicknowledge of product functional issuesbasictechnical issues and theapplicationof corporate tax concepts.
• Basicknowledge of computer terms languages database conceptsOracleSQL Server etc.
• Familiarity with commonERP systemsand concepts as well as corporate tax principles and relatedtax software.
• Customer technicalproduct supportexperience with analyzing resolving and routing customer inquiries.
• Knowledge ofcommon supporttools and practices specificallyticketing systemssuch asSalesforceand ITIL.
• Analytical problem solver.
• Strong attention to detail.
• Excellent work ethic;self-motivated.
• Fast learner.
• Ability towork independentlyand 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 providetimelystatuses tocustomersand key stakeholders asappropriate tothe situation.
• Ability to be professional in all interactions with the proven ability to handle difficult customer situations whileremainingpositive 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;speakingeffectively using conventions proper to the situation.
• Ability to employ a professional approach with others using allappropriate toolsof communication; uses consideration and tact when offering opinions.

Good to have:

• Certifications in databasesJava orweb services.
• Knowledge ofITIL principles.
• Knowledge ofUNIX/Linux.
• Knowledge of environmental variables and compilation commands for OS andprogramming languages(for some roles only).

Physical Demands

• Sedentary work that involves sitting or remaining stationery 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.