Support Advocate - Tax
JOB DESCRIPTION
The safety and security of CSC Corptax’s current and prospective employees, customers, and the communities we serve are our top priorities.
Due to coronavirus (COVID-19) concerns, we’ve transitioned to virtual interviews for the foreseeable future. We look forward to all upcoming video and phone interview conversations with our candidates.
We’re always in search of top talent to join the CSC Corptax family. If you’re looking for a career change, don’t hesitate to apply or reach out to us.
The Senior Support Advocate is an experienced level position within the Support organization whose primary responsibility is managing the support relationship for an assigned group of customers. The Support Advocate is also responsible for the support of all customers within the Corptax family regardless of customer assignments and will respond to inquiries from all customers regardless of the inbound channel: online case, phone, email, chat, etc. The Support Advocate will use their broad based knowledge of Corptax products and customer tax department processes to help identify relevant solutions to customer inquiries, drive adoption of existing licensed products and help our customers identify products and services they have not licensed that will help them toward greater productivity and efficiency. The Support Advocate occasionally works overtime, including weekends, based on customer filing trends/needs. This role can sit in one of our offices or be remote.
The Senior Support Advocate will act as the primary contact within the Support organization for managing the customer experience for their assigned accounts. This role includes developing a relationship with the customer contacts and understanding their particular needs. The Support Advocate reviews open cases for their customer assignments, helps to coordinate off-peak support needs, identifies and helps manage to the customer’s internal milestones and acts on their behalf for critical product issues. The ultimate goal of the Support Advocate is ensuring a positive customer experience and helping to ensure the annual renewability of their customer assignments license agreements. This role is a customer management role and is not intended to be the first point of contact for the customer.
The Senior Support Advocate also works with their customers to identify training needs and either coordinates formal training or identifies the need for informal training and coordinates that effort. In many cases the Support Advocate provides ad hoc training themselves but in others, they assist in helping to identify a Subject Matter Expert within the Corptax organization to help fulfill that need. Minimal travel is required for this position.
Position Responsibilities
- Develop a relationship with all assigned customers, ensuring a minimum of four proactive, non-support case related contacts per customer assignment per year.
- Provide general case support (all channels) for all Corptax customers and other internal Corptax teams using the then-current tools available to the Support organization.
- Provide onsite support to assigned customers or other customers as requested based on areas of specialization/expertise and customer need.
- Identify customers that may need additional training in order to drive better adoption of Corptax products or drive down case creation.
- Provide pre-release customer scenario testing for issues being resolved for either your customers or for issues in your area of expertise.
- Document all customer issues in the Corptax case tracking system and assign or document appropriate solutions to the customer issue.
- Review knowledgebase solutions in the area of expertise to ensure overall quality of our knowledgebase and online support capabilities. Create new solutions where necessary and recommend changes to existing solutions.
- Maintain a satisfactory proficiency in all Corptax products but an excellent level of product knowledge for the area of expertise in which you are considered an overall subject matter expert.
- Drive various project assignments related to the support of the Corptax products.
- Mentor team members with less job knowledge and experience.
- Demonstrate consistently exemplary standards of ethical conduct.
Position Qualifications and Requirements
- Minimum 5 years relevant software support experience, ideally in software application support or tax software support.
- Bachelor’s degree in accounting or tax preferred but will consider relevant experience with a bias toward backgrounds including a strong knowledge of tax and accounting applications. Master’s in Taxation and/or CPA certification is a plus.
- High standards of customer service and support, honesty, and integrity.
- Proficiency with Microsoft products.
- Ability to quickly learn Corptax applications.
- Ability to accurately and completely document case information into the Corptax case tracking software.
- Ability to use initiative in identifying, addressing and resolving day to day issues and challenges.
- Able to work appropriate hours to complete tasks meet goals and support required travel.
- Strong, positive attitude and work ethic desired.
- Strong team focus but discipline to work independently.
- Excellent written and verbal communication skills with the ability to develop strong and lasting relationships with team members from other departments.
- Ability to easily move between multiple activities (multi-tasking) while driving all activities to successful completion.
- Ability to travel up to 20% though limited travel is anticipated in this role. Travel includes: client meetings, regional training events, onsite support, user groups and conferences.
What we can offer you:
- Excellent benefits for you and your family, including:
- 401(k) with 6% employer match
- Medical, dental, and life insurance (spouse and dependent life)
- Free basic vision
- Generous time off
- Paid holidays
- Tuition reimbursement
- AND MORE!
- Business casual dress code
- Learning and career development resources and mentoring to grow your career within the HR Team
- Flexible schedule, including remote work options, to support work-life balance
- New, modern workspace environment with sit-to-stand desk
- Building with covered parking for everyone, two restaurants, and an affordable fitness center
Our diversity is our strength. Our employees create an environment where everyone is valued and respected. Diverse teams give us a competitive advantage and drive innovation. We’re empowered to do what’s right for each other and our customers. Though we have many diverse employees, we’re one company that encourages everyone to bring their best selves to work every day. We’re better together. Some people call this diversity and inclusion—we call it being genuine. CSC Corptax is an equal opportunity employer.
Who we are
CSC Corptax is a market leader in cutting-edge commercial tax software and process solutions. For more than 45 years, we’ve supported the evolving tax needs of the world’s most recognizable organizations. CSC Corptax provides solutions to a multitude of Fortune 1000 firms, including more than 50% of the Fortune 500 and 60% of the Fortune 100. To find out more, please visit corptax.com.
#corptax #remote #Bi-remote #li-dnp
ABOUT US
CSC is the world’s leading provider of business, legal, tax, and digital brand services to companies around the globe. From keeping your business in compliance and streamlining operations, to protecting and promoting your brand online, we use our expertise and personal approach to help your business run smoother. We are the business behind business. We are the trusted partner for 90% of the Fortune 500®, more than half of the Best Global Brands (Interbrand®), nearly 10,000 law firms, and more than 3,000 financial organizations. Headquartered in Wilmington, Delaware, USA since 1899, we have offices throughout the United States, Canada, Europe, and the Asia-Pacific region. We are a global company capable of doing business wherever our clients are—and we accomplish that by employing experts in every business we serve.
Our diversity is our strength. Our employees create an environment where everyone is valued and respected. Diverse teams give us a competitive advantage and drive innovation. We are empowered to do what is right for each other and our customers. Though we have many diverse employees, we are one company that encourages everyone to bring their best selves to work every day. We’re better together. Some people call this diversity and inclusion—we call it being genuine. CSC is an equal opportunity employer.
Disclaimer: The information above describes the general nature and level of work performed by employees in this role. It is not intended to be a description of all duties, responsibilities, and qualifications.
WHY WORK WITH CSC?
At CSC®, we’re always looking ahead, finding ways to improve and anticipate the future needs of our customers. Curiosity fuels our innovation and productivity drives our results. This proactive mindset has helped us adapt and create solutions that have enabled businesses to run smoother and smarter for more than 120 years.
CSC is committed to attracting, developing, and retaining talented people whose personal values align with ours. We empower our employees to bring the right solutions to market to meet customer demand. That is why we are the premier provider of global solutions for more than 180,000 businesses.
• CSC is a great place to work with smart and dedicated people. We have been voted a Top Workplace every year since 2006.
• We offer challenging work and career opportunities. Most positions are filled with internal moves and employee referrals.
• Employees are eligible for an annual success sharing bonus or commission plans based on role and individual performance.
• CSC offers excellent benefits, medical, dental, life insurance, flexible spending and health savings account. We also offer you 401(k) with employer match and profit sharing, paid time off, tuition reimbursement, and more.
• Our global standard for our work environments supports current and future technology initiatives through open design, sit/stand workstations, digital interface points with wireless access throughout the campus. It’s an exciting time for us in terms of growth and expansion.
