Software Support Analyst

Sovos Foriba

Digital technology has forever changed business. Now, it’s transforming tax. Soon, tax enforcement will be part of every business process - and every transaction. As governments go digital, financial systems and traditional tax software can't keep up. And, businesses now face escalating risk and mounting compliance costs. Sovos was built for the digital future of tax.  The Sovos Intelligent Compliance Cloud Is the first complete solution for modern tax, combining tax determination, e-Invoicing compliance and tax reporting on Sovos' reliable, scalable and secure S1 Platform.

We are building the future of Global Compliance Software.  We want you to build your future with us.

The Software Support Analyst I provides technical support on regular production issues, processes and procedures; resolve product and service concerns and/or opportunities by utilizing product knowledge and organization acumen. Support clients on multiple products and/or functions (confined to Sales, Use & VAT). Develop relationships internally and externally that foster collaboration; maintain a knowledge level of support areas conducive for effective analysis of solutions

Note: Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

The Work You'll Do:

• Provide technical support to internal and external users regarding the resolution of production issues, processes, and procedures; respond promptly and professionally; analyze impact and scope to determine Level 1 issue resolution
• Assist in all technical problems (i.e. performance, security, etc.) for the multi-products supported
• Effectively troubleshoot, replicate and leverage existing workarounds as needed and in interim to ensure client service
• Document and communicate the results to internal and external users
• Identify user needs and requirements to existing and proposed system issues; document user requirements thoroughly via the client portal
• Maintain appropriate record of resolution through the CRM system
• Use Knowledge Management database to locate solutions to issues
• Ensure case notes thoroughly detail the problem and resolution are comprehensive of the issue and are documented professionally
• Stay current with emerging technology and trends in order to provide technical support for product rollouts and/or existing offerings
• Remain proficient on operating systems, operations acumen, and daily operations
• Perform other related duties as assigned
• Act with integrity and demonstrates ethical behavior in all matters with all stakeholders
• Take full responsibility for ensuring internal and external customer satisfaction
• Demonstrate initiative, drive and determination to achieve results, success and growth
• Maintains a high level of energy, enthusiasm, engagement and commitment to action
• Develop trust and models open, candid, respectful communication and collaborative teamwork
• Demonstrate a high degree of self-awareness and commitment to personal development and learning

What We Need From You:

• Tax Technology experience is plus
• Equivalent technical training & experience in client relations
• 1+ years of experience with identifying, resolving and implementing system modification and enhancements
• Knowledge about the XML structure,CSS, HTML
• Acquainted in XSLT design
• Basic working knowledge of business operations

• Should be developing skills in the following areas:

• Troubleshooting and Analysis
• Technical
• Problem Solving
• Communication – Verbal & Written
• Negotiation
• Leadership
• Analytical
• Time Management

• Essential Job Functions:

• Interact effectively with teammates, colleagues and customers
• Comprehend and communicate complex concepts
• Concentrate, analyze and resolve complex problems
• Utilize technology (e.g. phone systems, computer hardware and software applications) to fulfill work requirements

What Does Sovos Offer You?

The tools to grow your career both personally and professionally:

Did you know that over 30% of our employees experienced a promotion or job change In FY2019?  That can happen because growth Is serious business here at Sovos, and we have the programs In place to make sure of it, including:

• Mentoring Programs
• Management Bootcamps and Development Trainings
• Yearly performance reviews where compensation and performance are assessed and rewarded generously
• Clear paths for growth within our roles (but we know that career development can be like a spider web, not a ladder - we give you the tools to move outside of your career as well!)

The tools to enhance your life - because we want you to enjoy your life outside of work

The challenge of working in an emerging market and solving complex problems for our clients is a large one. Businesses are struggling to keep up with the pace, volume, and complexity of regulatory requirements. In fact, 45% of CFOs say compliance is their “biggest growth challenge.” That is why over half of the Fortune 500 counts on Sovos to solve their complex business-to-government compliance challenges. Our employees work on meaningful and engaging projects that make a tangible impact on our clients’ success.

Does this sound like a fit? Apply now!