Application Administrator

*Applicants must live in Moline, Rock Island, Davenport, Bettendorf, Cedar Rapids, Des Moines, or surrounding areas.

Technical Skills

• Help Desk

• Phone Support

• VPN

• MS Office

• Windows

Description

The Customer Support Specialist represents the Tax Line of Business and is responsible for managing customer queries and/or issues with our Tax products or services. The goal of this role is to drive long-term scalability and sustainability of the business and to leverage the support talent, professional certifications, and world-class service as a competitive advantage. The ideal candidate needs to be able to remain calm when customers are frustrated and maintain a positive, empathetic, and professional attitude toward customers.

Duties

• Manages, triages, assigns, and responds promptly on tickets and requests routed to the L3 customer support queue.

• Communicates with customers through various channels, including email, phone, chat, and tickets.

• Keeps detailed record of the customer interaction, including steps taken to try and resolve the issue or fulfill the request.

• Communicates and coordinates with teammates and management, as necessary.

• Writes, publishes, and shares instructional, FAQ and Knowledge Base content for customers.

• Help customers access to self-help materials, as well as technology focuses troubleshooting/escalation procedural documentation.

• Work with customers until pain points have been resolved; ensures customer satisfaction and world-class service is always top of mind.

Additional

• 3-4 years of previous experience in a customer support role, preferably within a CPA firm.

• Working knowledge of support function, metrics, processes, systems, and tools.

• Support organization within the enterprise environment supporting large scale IT shops using ServiceNow.

• Must be capable of dealing confidently and professionally at executive level and with customers.

• Must stay calm when customers are stressed or upset; engage/ escalate to management as needed.

• Prior public accounting experience with mid to large size firm(s) or other professional services experience (preferred).

• Prior management experience working within a national tax role in tax software, processes, or both (preferred).

• Awareness of regulatory requirements (7216 Consent, GLBA, GDPR) and InfoSec policies and procedures (preferred).

Start Date & Equipment

• Start Date September 30

• You will need to maintain your own internet connection

• If your home internet goes down, you will need a backup plan to maintain good standing

Shift

• 1st shift, core hours

• Monday-Friday

Environment

• Work from home, must have reliable internet, childcare, and minimal distractions.

• It is required for your home office to be hardwired into your internet.

• Wi-Fi or hotspots will not be accepted.

• Performance Evaluation.

• Attendance Evaluation.

  *Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms.  If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision

• Critical Illness, Accident, and Hospital

• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available

• Life Insurance (Voluntary Life & AD&D for the employee and dependents)

• Short and long-term disability

• Health Spending Account (HSA)

• Transportation benefits

• Employee Assistance Program

• Time Off/Leave (PTO, Vacation or Sick Leave)

  About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.