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Product Technical Specialist II at Vertex Inc

Posted in General Business 30+ days ago.

This job brought to you by eQuest

Type: Full-Time
Location: King of Prussia, Pennsylvania





Job Description:


JOB SUMMARY:


  • Provides second level support to customers as necessary involving moderately complex issues.

  • Possesses working knowledge of product functional issues, low level technical issues, and the application of corporate tax concepts within the context of the supported application(s).

  • Communicates customers' needs and requirements to other Vertex employees and teams.

  • Provides work leadership and assistance to less senior staff.

  • Drives positive results in Customer Experience through timely response, and positive interaction.

  • Possesses awareness of sensitivity regarding internal and external proprietary information and can distribute information appropriately.

  • Demonstrates self-direction in meeting targets for performance metrics to achieve daily work goals.

  • Ability to work independently on tasks for customers

  • Ability to work within the direction and expectations of the Customer Support Work Center.

  • Provides 24X7 support as dictated by business drivers.

  • Works on internal projects and teams.

ESSENTIAL ROLE DUTIES AND RESPONSIBILITIES:



  • Provides second level support for moderately complex issues that were not resolved by frontline. Specifically, troubleshooting in the areas of product functionality, data, calculation, and integration issues.

  • Facilitates resolution of customer issues by logging and verifying issues, collaborates with appropriate resources to identify the root cause.

  • Provides consistent communication to work lead and customer to effectively manage expectations.

  • Responsible for creation and sharing of knowledge.

  • Provides 24X7 support as dictated by business drivers.

  • Provides work leadership and assistance to less senior staff.

  • Support a dynamic team environment by collaborating with other departments, team and workgroup members; contributing time, effort and ideas.

  • Act as a business liaison between Vertex and the client balancing the needs of both the client and our business in a way that drives a mutually agreed upon outcome

  • Works on internal projects and teams

  • Other duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES



  • Possesses working knowledge of computer terms, languages, database concepts, Oracle, SQL Server, etc.

  • Advanced knowledge of platforms, operating systems and web authoring tools.

  • Familiarity with common ERP vendor systems and concepts.

  • Knowledge of environmental variables and compilation commands.

  • Knowledge in the use of common support tools and practices.


  • Knowledge of UNIX/Linux; Relational database concepts

  • Must be a self-starter, able to operate under minimum supervision

  • Ability to confidently make quick decisions and use independent judgment to resolve technical customer issues.

  • Proven customer support experience with assessing, routing and addressing customer inquiries.

  • Ability to actively coach peers and provide informal leadership as a positive role model.

  • Can professionally represent Vertex at customer sites and conferences.

  • Can effectively manage stress with the proven ability to handle difficult customer situations while remaining positive and customer focused.

  • Can quickly review information requests from inside and outside the support work center and makes informed decisions regarding what information to share and when to refer unresolved requests to appropriate next level for assistance

  • Ability to use good judgement in all actions with regard to internal and external communications that could impact the Vertex brand and/or the customer

  • Ability to make timely and appropriate decisions on escalations; and provide timely statuses to customer and key stakeholders as appropriate to the situation

  • Engages key resources within the work center to ensure timely resolution.

  • 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.

  • Ability to adjust communication style and delivery based on the audience.


Education, Training:

BA or BS degree in related field or equivalent work experience.

2-4 years of software support experience in a B2B contact center.

Technical certification in related technologies a plus.

The Winning Way behaviors that all Vertex employees need in order to meet the expectations of each other, our customers, and our partners.


  • Communicate with Clarity- Be clear, concise and actionable. Be relentlessly constructive. Seek and provide meaningful feedback.

  • Act with Urgency- Adopt an agile mentality -frequent iterations, improved speed, resilience. 80/20 rule-better is the enemy of done. Don't spend hours when minutes are enough.

  • Work with Purpose- Exhibit a "We Can" mindset. Results outweigh effort. Everyone understands how their role contributes. Set aside personal objectives for team results.

  • Drive to Decision- Cut the swirl with defined deadlines and decision points. Be clear on individual accountability and decision authority. Guided by a commitment to and accountability for customer outcomes.

  • Own the Outcome- Defined milestones, commitments and intended results. Assess your work in context, if you're unsure, ask. Demonstrate unwavering support for decisions.

COMMENTS:

The above statements are intended to describe the general nature and level of work being performed by individuals in this position. Other functions may be assigned, and management retains the right to add or change the duties at any time.