[Remote] Technical Support Analyst

Note: The job is a remote job and is open to candidates in USA. CSC is a global business, legal, and financial services company providing knowledge-based solutions to clients worldwide. The Technical Support Analyst supports Corptax customers with server and workstation installation and maintenance inquiries, responds to technical cases across multiple channels, troubleshoots customer issues, documents solutions, and assists with product testing and support projects.

Responsibilities

• Provide technical case support (all channels) for all Corptax customers and other internal Corptax teams using the then-current tools available to the Support organization
• Understand customer needs and provide personalized support to assigned customers or other customers as requested based on areas of specialization/expertise and customer need
• Respond to and provide appropriate solutions to intermediate level customer inquiries while maintaining moderate case closure rates
• Collaborate with team members in a fast-paced environment
• Work under clearly defined guidelines, with moderate supervision, making sound decisions based on previous experience and confirming your conclusions with more senior level team members prior to execution
• Document all customer issues in the Corptax case tracking system and assign or document appropriate solutions to the customer issue
• Review knowledge base solutions within professional expertise to ensure overall quality of our resources and digital support capabilities
• Develop proficiency in all Corptax products from a technical perspective
• Perform release testing, as required, of customer scenarios both prior to and after a new Corptax product release. Testing is a shared responsibility, including triage of new product releases and identifying potential required software enhancements
• Assist on various projects as assigned
• Learn new technology and experiment with potential internal efficiency solutions
• Demonstrate consistent exemplary standards of ethical conduct
• Promote a culture of cooperation, collaboration, and connection within the support team, as well as globally with other CSC business units

Skills

• Position requires 3-4 years of relevant software support experience, ideally in Microsoft systems such as Windows Server, IIS, SQL Server, and SharePoint
• Exposure to automation, packaging, and monitoring tools such as Ansible, PowerAutomate, SailPoint, Elastic, SSCM, Microsoft Intune, and API's
• Relevant experience
• High standards of customer service and support, honesty, and integrity
• Proficiency with Microsoft products
• Ability to quickly learn Corptax technologies
• Ability to accurately and completely document case information into the Corptax case tracking software
• Excellent problem-solving skills
• Ability to work independently and as part of a team, possessing moderate conflict resolution and negotiation skills to provide positive customer experiences
• Strong communication skills – both written and verbal
• Strong interpersonal skills
• Self-motivated with a drive for continuous improvement
• This role is not eligible for employment visa sponsorship (e.g., H**‑1B, TN, E‑**3) now or in the future
• Bachelor's degree in a technology field is preferred
• Strong, positive attitude and work ethic desired

Benefits

• Annual success-sharing bonuses or commission plans based on individual performance
• Annual leave
• Tuition reimbursement
• Referral bonuses
• Hybrid or remote work schedules as business needs allow and in alignment with local regulations

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