Customer Support Analyst

 

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Sabrix Inc. (www.sabrix.com) is growing quickly!  We are a leader in providing enterprise transaction tax software that enables Global 2000 companies to improve cash management and profitability through the centralized management of global transaction taxes.  The company?s flagship product, the Sabrix System, meets the requirements of complex, globally distributed companies by providing complete transaction tax management for the U.S. and international tax authorities and further unlocks the value of leading ERP platforms.  The marketplace is demanding our product, and Sabrix is poised to grow significantly over the next several years in both the US and UK, and across all functions.

Want to make a difference and share in our success??! Come join our rapidly expanding enterprise software company as we move into the next phase of our exciting history?you?ll get the chance to work with very talented and experienced teams at Sabrix, who all possess the desire and entrepreneurial spirit to make this a wildly successful company!  We work hard, but we make sure to have fun along the way.  If this describes you, we?re looking for qualified and talented people to join our team!

 

Job Title: Customer Support Analyst

Reporting to:  SVP Customer Advocacy

Department: Customer Advocacy

Location: Lake Oswego, OR

 

Job Summary:

The Customer Support Analyst is responsible for interfacing with customers, company sales and/or service representatives to manage all support and feature enhancement requests.  Responds to support incidents logged by customers and ensures proper resolution according to prescribed service level agreements.  Works on assignments that are moderately complex in nature where judgment is required in resolving problems and making routine recommendations.  Receives no direction on routine and general problem solving issues.Job Responsibilities & Duties

? Provide first line support for customer service requests logged either through the Sabrix Support Network or through the toll free customer hot line.  Support includes:Researching initial requestConfirming expectations with the customerResolving requests using existing knowledge base, historical records and/or own experience.Follow established escalation procedures to assign request to appropriate level as required.Follow up on all open and assigned requests and ensure closed loop process and communication occurs throughout the life cycle of the request.

? Manage and enhance customer support system and knowledge base to encourage further self-service capabilities by customers and partners.

? Evaluate existing customer support plans and procedures.  Update as required.

? Assist with other technical and analytical projects as assigned.

? Convey customer feedback to product management and executive staff.

? Maintain a working relationship with all departments Required Education

Bachelor's degree in business, information systems or computer science or equivalent experience.

 

Work Experience Required

2+ years of equivalent experience including experience with ERP applications and help desk operations.

Experience with tax automation systems as part of an ERP (Sabrix, Vertex, Taxware etc)

 Other Specialized Knowledge and Skills

Strong technical acumen.  Ability to learn new technologies quickly.

Technical understanding of major ERP systems (ORCL, SAP, PSFT) and other financial systems technology .  Can log into Oracle database; run simple SQL queries with displayed results.

Experience determining and developing requirements for enterprise financial solutions

Good project management skills and experience

Ability to manage multiple priorities (adept at multi-tasking)

Commitment to detail and follow through

Strong interpersonal communication and customer interaction skills

Must be creative, innovative and flexible with the ability to work in a matrixed environment.

Detailed understanding of general business and management practices preferred

Experience with Unix, Oracle PL/SQL, DB2, SQL Server is ideal

? ERP applications experience (Oracle Financials, SAP, PeopleSoft, etc)

 

To apply for a position at Sabrix, go to www.sabrix.com

? Click on ?Company?

? Click on Careers/Job Openings/Display/Apply