Service Desk Analyst

• Posted : 4 years ago

Headquarters: Remote
URL: https://www.taxjar.com/jobs/#postings

• We do the right thing for our customers
• We're a team, built on trust
• We're proud to be remote.
• We're in control of our own destiny

• The Service Desk Analyst - Contractor is part of a high volume, email support team that is the first line of contact for customers experiencing issues with implementing TaxJar's products and services. This team is also a first line of contact with non-customers who have questions about sales tax compliance in relation to the solutions that TaxJar offers.
• This team must be passionate about resolving problems and answering questions with a sense of urgency.
• Queries will range in complexity from basic sales tax consulting, ‘how to’ questions, account onboarding and basic troubleshooting.
• This analyst will be responsible for basic diagnosis and analysis of customer issues and be expected to provide first level analysis and documentation to the Tier 2 support team.

• Provide exceptional customer service while responding to email requests for help with TaxJar’s products and services
• Answer basic sales tax consulting questions
• Methodically identify, research, document, and find solutions for customer issues and product problems
• Provide Tier 1, first point of contact and basic troubleshooting for customer issues
• Escalate critical customer situations to the appropriate level of management and Tier 2 support
• Track all customer requests and product feedback
• Report on ticket trends or FAQ’s in the inbox

• Someone with prior experience in eCommerce or SaaS support
• A good listener and a pro at interpreting subtext in customer requests
• Highly-skilled in written and verbal communications, with both our team and our customers
• Curious--you enjoy digging past the surface of a question
• Comfortable working with technology and providing technical support
• Calm and focused in a high volume ticket environment
• Experienced in supporting multiple software products with varying feature sets
• Able to approach support from the customer’s point of view
• Extremely patient...sales tax can be painful and our goal is to ease that pain :-)
• Skilled at explaining complex topics without the help of templates 
• Interested in understanding the ins-and-outs of sales tax (It’s a big topic!)
• Attentive to the smallest of details

• Are a PRO at communicating
• Excel at writing (we’re very serious about this.) You have tip top writing skills and know your way around the do’s and don’ts of grammar.
• Are interested in working remotely as part of a distributed team
• Thrive in an environment of accountability and frequency feedback  
• Are willing and able to dig into our internal and external resources to find answers to customer questions. (Remember, forty-five states and Washington D.C. have a sales tax and they’re all... different.)
• Are looking for a culture that prioritizes shipping products and going to market quickly
• Are confident in your skills and a solid team player (We’re all peers here, no egos please) but also comfortable working asynchronously
• Are hungry to play an impactful role and not afraid to fail
• Align with TaxJar’s core values

• 1+ years’ experience in a customer service or helpdesk role supporting software technology 
• Adaptable, professional, courteous, motivated and works well on their own or as a member of a team
• Excellent Customer Service skills and a demonstrated success exceeding customer expectations
• Familiarity with analysis and debugging skill a plus
• Strong communication (verbal and written) and customer handling skills

To apply: https://www.taxjar.com/job-application/?gh_jid=4740687002

Skills

• tech support
• ecommerce
• customer service