Software Support Analyst (Technical Support)

For over thirty years, Vertex has been the industry leader in tax software, services and solutions. Our commitment to our employees and clients is built upon a culture where integrity, innovation, professional excellence and a great work environment are core values. As an employee, you’ll get the chance to start contributing right away.

Conveniently headquartered in suburban Philadelphia, Vertex currently has a career opportunity for a Software Support Analyst in our Technical Support Group.

We understand that attracting and retaining top talent needs to be a priority when you’re the market leader. Here are some of the ways we do it:

• We’re a technology driven company that allows employees to continuously develop their skills. We embrace continuous learning and believe it benefits both the employee and the company.
• Our collaborative environment is team oriented and allows employees to explore innovative ideas from concept to completion.
• Our outstanding benefits package is tops in the industry. We offer on-site daycare for employee’s children, a great tuition reimbursement program, casual dress, flextime, and much more.

The Software Support Analyst provides first level product support to customers involving general product problems; assesses the general nature of the customer problem quickly; recognizes when the customer problem requires movement to the appropriate application or technical product support group. Performs administrative support functions.

1. PROVIDES FIRST LEVEL PRODUCT SUPPORT TO CUSTOMERS by answering customer product issues and recording detailed , sometimes technical information; determining the appropriate person to whom to route the call, when necessary.

2. PERFORMS ADMINISTRATIVE SUPPORT FUNCTIONS
by mailing and faxing correspondence; responding to customer requests for the company’s software and documentation.

3. COMMUNICATES CUSTOMERS' PROFILE CHANGES WITHIN VERTEX by ensuring that the appropriate department receives profile changes that are maintained outside of Customer Service.

4. PROVIDES INTERNAL SUPPORT by performing administrative support activities for customer/product support team leaders, managers and specialists.

5. ENHANCES JOB KNOWLEDGE by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies; developing and/or maintaining proficiency in the latest personal productivity tools.
REQUIREMENTS
EDUCATION & TRAINING REQUIRED: High School diploma; 15 credit hours (about 5 courses or some college) or the equivalent work experience.

SPECIALIZED KNOWLEDGE & SKILLS REQUIRED: Solid computer skills and phone system skills; basic filing and typing skills; ability to utilize basic office automation skills; Solid computer and IT concepts knowledge. Experience with client server environment preferred. Knowledge and general understanding of our product offerings. Good written, verbal and listening skills. Communications are generally well organized and grammatically correct. Can interpret a customer situation, make an evaluation and respond accordingly. Strong problem solving and troubleshooting skills.

WORK EXPERIENCE REQUIRED: 2-3 years customer support experience; little or no Vertex solution knowledge required.

WORK HOURS: Shift Varies - 8:00am to 4:30pm, 9:00am to 5:30pm, 10:00am to 6:30pm, and 11:30am to 8:00pm.