Technical Support Analyst

About The Role

In this opportunity as Application Analyst, you will be:

Responding to and solving queries raised by our customers during their use of our applications, responding to customer by phone, e-mail or case comments.
Concisely and accurately document support request information, paying particular attention to problem description, resolution, user reaction and follow up action.
Interact with colleagues to resolve customer issues effectively and timely.
Use internal resources as needed and escalate issues to Team Lead or Manager.
Maintain up to date product knowledge of all supported products.
Maintain correct contact details for our client base on our internal systems.
Ensure common queries have a Knowledge Base Article (KBA).

About You

You’re a fit for the role of Application Analyst if your background includes:

Essential Skills:

Have an excellent level of English.
1-2 years of experience is required.
Strong customer service and communication skills.
Experience providing technical support for enterprise class software.
Problem solving skills.
Able to work as part of a Team.

Good to have skills:

Experience with ONESOURCE Indirect Tax Determination (Sabrix), Vertex or Avalara