Job Description:

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:

• 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).

• Facilitate resolution of customer issues by logging and verifying issues, collaborates with appropriate resources to identify the root cause.

• Provide consistent communication to work lead and customer to effectively manage expectations.

• Determine the failing component and isolate the cause of the problem.

• Fix routine technical application and configuration problems.

• Create bypass/recovery/circumvention procedures, making the decisions as to when they need to be invoked.

• Provide the solution to the problem or contact Tier 3 to resolve the problem.

• Analyze, triage, and report enhancements to Solution Managers so they can be addressed in future release.

• Convey customers’ needs and requirements to other Vertex employees and teams.

• Support a dynamic team environment by collaborating with other departments, team and workgroup members; contributing time, effort and ideas.

• Responsible for identifying topics for knowledge article creation. Working with our knowledge team to provide SME support when needed.

• 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.

• Share best practices with team members and Tier 1 & 2 staff in order to expand range of issues that those Tiers can handle.

• Participates on project/product teams.

• Participate in other projects or duties.

SUPERVISORY RESPONSIBILITIES:

• N/A

KNOWLEDGE, SKILLS AND ABILITIES:

• Possesses working knowledge of computer terms, languages, database concepts, Oracle, SQL Server, etc.

• Advanced knowledge of platforms, operating systems and web authoring tools.

• Knowledge of environmental variables and compilation commands.

• Familiarity with common ERP vendor systems and concepts.

• Knowledge of UNIX/Linux; Relational database concepts

• Proven customer support experience with assessing, routing and addressing customer inquiries.

• Knowledge in the use of common support tools and practices.

• Must be a self-starter, able to operate under minimum supervision

• Ability to confidently make quick decisions and use independent judgment to resolve technical customer issues.

• Ability to work independently on tasks for customers.

• Ability to work within the direction and expectations of the Customer Support Work Center.

• Ability to work any shift based on business needs. This role covers the Vertex on-call duties on a rotational basis.

• Ability to actively coach peers and provide informal leadership as a positive role model.

• Can professionally represent Vertex at customer sites and conferences.

• Can effectively manage stress with the proven ability to handle difficult customer situations while remaining positive and customer-focused.

• 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

• 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

• Ability to make timely and appropriate decisions on escalations; and provide timely statuses to customer and key stakeholders as appropriate to the situation

• Engages key resources within the work center to ensure timely resolution.

• Strong writing and verbal skills; speaks effectively, using conventions proper to the situation

• Ability to employ a professional approach with others, using all appropriate tools of communication; uses consideration and tact when offering opinions.

• Ability to accurately adjust communication style and delivery based on the audience.

• Be aware of and sensitive to internal and external proprietary information and can distribute information appropriately.

• Demonstrate self-direction in meeting targets for performance metrics to achieve daily work goals.

• Proficiency in Microsoft office packages.

• 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:

• Bachelor’s degree in related field required.

• Four (4) plus years of software support experience in a B2B contact center.

• Technical certifications in related technologies a plus.

• 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.

• Communicate with Clarity - Be clear, concise and actionable. Be relentlessly constructive. Seek and provide meaningful feedback.

• 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.

• Work with Purpose - Exhibit a “We Can” mindset. Results outweigh effort. Everyone understands how their role contributes. Set aside personal objectives for team results.

• 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.

• 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.