Technical Support Analyst

Job Description
Technical Support Analyst
Remote-United States
Monday to Friday from 11 am to 8 pm EST, 10-7 CST or 9-6 MST
*Some weekend overtime may be required
The Technical Support Analyst (TSA) is a developmental level position within the Support organization primarily responsible for working with CSC Corptax® customers to help with inquiries related to the server and workstation installation and maintenance of Corptax products. The TSA develops a high-level knowledge of the Corptax products and couples that with technical knowledge of Microsoft enterprise systems and related information technologies to validate customer installations and triage customer questions.
The TSA's primary role is to respond to all customer inquiries regardless of the inbound support channel: online case, phone, email, chat, etc. for questions of a technical nature. This role will occasionally require overtime, including weekends based on customer filing trends/needs. A rotating on-call will be required. Travel is not typically required for this position.
Some of the things you will be doing:

• 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.

What technical skills, experience, and qualifications do you need?

• 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.
• Bachelor's degree in a technology field is preferred or 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.
• Strong, positive attitude and work ethic desired.
• 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.

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About Us
CSC is a global business, legal, and financial services company based in Wilmington, Delaware, USA, providing knowledge-based solutions to clients worldwide. We have offices and capabilities in over 140 jurisdictions in the Americas, Europe, Asia Pacific, and the Middle East, and more than 8,000 colleagues. We are the business behind business.®
Visit our careers site to learn more about CSC and our commitment to our clients, communities, and each other.
CSC is committed to creating a feeling of belonging through a diverse and growth-oriented environment where everyone is valued.
CSC colleagues have global career opportunities and excellent benefits, including annual success-sharing bonuses or commission plans based on individual performance. To learn more, visit cscglobal.com/service/careers.
We offer a range of support to colleagues with disabilities, ensuring people have the necessary resources to thrive in their roles. We encourage candidates to work closely with our talent acquisition partners to convey their specific needs. Our commitment to accessibility reflects our broader dedication to diversity and belonging,
CSC only accepts resumes from employment agencies that are part of our approved supplier program. Resumes submitted from other agencies either to talent acquisition, our hiring leaders, employees, or through any other mechanism other than our supplier process, will not be eligible to claim related fees and the submitted resumes will be considered property of CSC.
We encourage candidates to apply directly to our website and not through third-party sources.
Disclaimer: The information above describes the general nature and level of work performed by employees in this role. It is not intended to describe all duties, responsibilities, and qualifications.
About the Team
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 and are a 2022 National Top Workplace.

• 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, including medical, dental, life insurance, and flexible spending and health savings accounts. We also offer you a 401(k) with employer match and profit-sharing, paid time off, tuition reimbursement, and more.

• As business needs allow, CSC offers hybrid/remote work schedules in alignment with local regulations. Specific details for this position will be discussed during the interview process.

• Our global standard for our work environments supports current and future technology initiatives through open design, sit-stand workstations, and digital interface points with wireless access throughout the campus. It's an exciting time for us in terms of growth and expansion.