Product Support Associate null

Primary Responsibilities:

• Provide product support to customers via phone, email and/or chat leveraging internal resources in a
• timely manner across a wide range of ONESOURCE Products
• Work on cases/tickets according to established departmental practices
• Document all interactions following standard operating procedures
• Collaborate with other support teams involving integration between ONESOURCE products
• Improve the quality of the customer experience on a daily basis
• Assist other Support teams based on need and availability
• Participate in training projects and deliver on-demand coaching
• Other duties as assigned

Technical /Professional Skills & Competencies:

Essential Skills:

• Previous support experience with an emphasis on providing excellent service in a customer care role
• (2+ years)
• Demonstration of critical thinking skills
• Excellent follow-through, attention to detail and ability to adhere to a set deadline
• Knowledge and proficiency using Microsoft Excel, Adobe, SalesForce, and tax preparation software
• Strong initiative and ability to self-manage
• Demonstrate customer service skills
• Strong verbal and written communication skills
• Demonstrate good time management skills
• Ability to work with changing priorities and deadlines
• Good teamwork skills
• Apply knowledge quickly
• Ability to work varying shifts

Desired Skills:

• Financial Services and/or accounting industry experience
• Experience with tax research software is highly beneficial
• Technical Support or IT Helpdesk experience