Remote Product Technical Specialist Ii

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JOB SUMMARY: This role is responsible for driving positive results in the Vertex customer experience by providing second level support for moderately complex issues that were not resolved by frontline staff. Specifically, this role provides troubleshooting of customer issues in the areas of product functionality, data, calculation, technical, architectural and integration issues. ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:

• Fix routine technical application and configuration problems.
• Four (4) plus years of software support experience in a B2B contact center.
• Knowledge in the use of common support tools and practices.
• 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
• Provide consistent communication to work lead and customer to effectively manage expectations.
• Act as a business liaison between Vertex and the customer balancing the needs of both them and our business in a way that drives a mutually agreed-upon outcome.
• Can professionally represent Vertex at customer sites and conferences.
• Technical certifications in related technologies a plus.
• Advanced knowledge of platforms, operating systems and web authoring tools.
• Proficiency in Microsoft office packages.
• Bachelor’s degree in related field required.
• Support a dynamic team environment by collaborating with other departments, team and workgroup members; contributing time, effort and ideas.
• Communicate with Clarity - Be clear, concise and actionable. Be relentlessly constructive. Seek and provide meaningful feedback.
• Participates on project/product teams.
• Provide the solution to the problem or contact Tier 3 to resolve the problem.
• Can effectively manage stress with the proven ability to handle difficult customer situations while remaining positive and customer-focused.
• Work with Purpose - Exhibit a "We Can" mindset. Results outweigh effort. Everyone understands how their role contributes. Set aside personal objectives for team results.
• 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.
• Knowledge of UNIX/Linux; Relational database concepts
• Share best practices with team members and Tier 1 & 2 staff in order to expand range of issues that those Tiers can handle.
• Be aware of and sensitive to internal and external proprietary information and can distribute information appropriately.
• Participate in other projects or duties. SUPERVISORY RESPONSIBILITIES:
• Proven customer support experience with assessing, routing and addressing customer inquiries.
• Facilitate resolution of customer issues by logging and verifying issues, collaborates with appropriate resources to identify the root cause.
• 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.
• N/A KNOWLEDGE, SKILLS AND ABILITIES:
• Ability to work independently on tasks for customers.
• Ability to work within the direction and expectations of the Customer Support Work Center.
• Or equivalent combination of education and/or experience. Other Qualifications The Winning Way behaviors that all Vertex employees need in order to meet the expectations of each other, our customers, and our partners.
• Ability to actively coach peers and provide informal leadership as a positive role model.
• Ability to make timely and appropriate decisions on escalations; and provide timely statuses to customer and key stakeholders as appropriate to the situation
• Sufficient knowledge of business communications, including telephone, voicemail, and e-mail and operations of office machines, such as photocopier, scanner, and fax. EDUCATION AND TRAINING:
• Demonstrate self-direction in meeting targets for performance metrics to achieve daily work goals.
• Ability to accurately adjust communication style and delivery based on the audience.
• Ability to work any shift based on business needs. This role covers the Vertex on-call duties on a rotational basis.
• Create bypass/recovery/circumvention procedures, making the decisions as to when they need to be invoked.
• Determine the failing component and isolate the cause of the problem.
• Possesses working knowledge of computer terms, languages, database concepts, Oracle, SQL Server, etc.
• Ability to confidently make quick decisions and use independent judgment to resolve technical customer issues.
• Ability to employ a professional approach with others, using all appropriate tools of communication; uses consideration and tact when offering opinions.
• Convey customers’ needs and requirements to other Vertex employees and teams.
• Responsible for identifying topics for knowledge article creation. Working with our knowledge team to provide SME support when needed.
• Familiarity with common ERP vendor systems and concepts.
• Strong writing and verbal skills; speaks effectively, using conventions proper to the situation
• Use a working knowledge of product functional issues, moderate level technical issues, and the application of corporate tax concepts within the context of the supported application(s).
• Knowledge of environmental variables and compilation commands.
• Must be a self-starter, able to operate under minimum supervision
• 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
• Engages key resources within the work center to ensure timely resolution.
• Analyze, triage, and report enhancements to Solution Managers so they can be addressed in future release.
• 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.