• Provide technical case support (all channels) for all Corptax customers and other internal Corptax teams using the then-current tools available to the Support organization • Understand customer needs and provide personalized support to assigned customers or other customers as requested based on areas of specialization/expertise and customer need • Respond to and provide appropriate solutions to intermediate level customer inquiries while maintaining moderate case closure rates • Collaborate with team members in a fast-paced environment • Work under clearly defined guidelines, with moderate supervision, making sound decisions based on previous experience and confirming your conclusions with more senior level team members prior to execution • Document all customer issues in the Corptax case tracking system and assign or document appropriate solutions to the customer issue • Review knowledge base solutions within professional expertise to ensure overall quality of our resources and digital support capabilities • Develop proficiency in all Corptax products from a technical perspective • Perform release testing, as required, of customer scenarios both prior to and after a new Corptax product release. Testing is a shared responsibility, including triage of new product releases and identifying potential required software enhancements • Assist on various projects as assigned • Learn new technology and experiment with potential internal efficiency solutions • Demonstrate consistent exemplary standards of ethical conduct • Promote a culture of cooperation, collaboration, and connection within the support team, as well as globally with other CSC business units.

• Serve as the point of contact for complex customer inquiries, issues, and escalations. • Troubleshoot and resolve issues related to integrations, workflows, and platform performance. • Join customer calls to live-troubleshoot issues, explain findings, and guide customers through solutions. • Comfortable communicating with both technical and non-technical stakeholders. • Partner with Engineering and Customer Success Managers (CSMs) to ensure alignment on customer priorities and deliver a strong customer experience. • Diagnose, troubleshoot, and debug issues end-to-end, documenting actions taken for tracking. • Comfortable troubleshooting and resolving issues related to REST API functionality - including crafting and validating GET, POST, PUT, and DELETE calls using tools such as cURL and Postman. • Demonstrate an understanding of HTTP response codes and their significance in integration debugging. • Knowledge of authentication types: session-based, signed request, OAuth, Basic Auth, and API key authentication. • Familiar with certificates: self-signed certificates, CA certificates, and certificate chain validation. • Pull and review logs to identify errors, analyse root causes, and implement effective solutions. • Leverage SQL to query databases, extract relevant data, and support troubleshooting efforts. • Utilize Jinja2 to develop and maintain scripts and tools for automation and customization. • Review and analyze workflows, imports, and system configurations to identify performance issues or failures. • Collaborate closely with Engineering, SRE, and Product teams to investigate and resolve customer-impacting incidents. • Escalate and document issues that cannot be resolved at Tier 1 to the appropriate Engineering team. • Document solutions, troubleshooting steps, and best practices in the Technical Support Spaces. • Provide structured investigation updates to customers during incident response.

Role Description This position will provide in-depth technical support on a wide range of technologies such as desktop computing and client applications, telecommunications, and data networking for end-users. Resolve assigned support call records within agreed upon service levels. - Answer, evaluate and prioritize incoming telephone, voicemail, e-mail and in-person assistance requests from users experiencing problems with hardware, software, networking, and other computer-related technologies. - Interview user to collect information about the problem and lead user through diagnostic procedures to determine source of issue. - Determine whether problem is caused by hardware such as a modem, printer, cables, or telephone. - Handle problem recognition, research, isolation, resolution and follow up for routine users, referring more complex problems to supervisors or other technical staff. - Log and track calls using problem management database, and maintain history records and related problem documentation. - Prepare standard statistical reports such as help desk incident reports. - Analyze and evaluate incident reports and make recommendations to reduce help line incident rate. - Contact software and hardware vendors to request service regarding defective products. - Install personal computers, software and peripheral equipment. - Provide end user systems setup and access. - Support Telephony hardware and software including PBX and dialer equipment, Inter-tel PBX and Mercury dialers. - Ensure security of organization pertaining to cameras, DVR equipment and card access. - Support end-user CR Software Platinum. - Maintain up-to-date knowledge, understanding, and compliance with all Federal, State, and Local laws and regulations, with functional area, and with Company policies and procedures. - Have regular attendance and timeliness which are required due to the production-based nature of the business and client requirements. - Provide proactive feedback to management concerning potential problems and recommendations for improvement. Recommend process improvements for efficiencies and best practices. - Must adhere to all Company, Client and Consumer confidentiality and security policies and procedures. Qualifications - Associates Degree in a related field and/or 3-5 years of experience. - Excellent technical skills with experience in Microsoft Suite/CRS Platinum, CUBS 3rd Party Dialer Applications (Livevox, TCN, & Global) ADP, PGP, Adobe Acrobat, WinZip, 7Zip, Pidgin, Remote Desktop Manager, RD Tabs and DLP. - Exceptional problem-solving skills. - Ability to write routine reports and correspondence. - Excellent written and verbal communication skills. - Ability to manage and prioritize multiple projects simultaneously. Requirements - Work is generally performed within an indoor work at home environment utilizing standard office equipment. - While performing this job, the employee is regularly required to talk, type, see, and hear while sitting at a computer terminal for extended periods of time. - The employee frequently is required to multi-task (e.g., talk and type simultaneously). - The typing aspect of the job requires the employee to reach with hands and arms; and use hands and fingers to handle/feel the keys. - The job requires extensive use of keyboards and computers. Position Type/Expected Hours of Work - Some flexibility in hours is allowed, but the employee must be available during the department’s scheduled hours and guidelines, which may include at least one or two evening and/or weekend shifts. - Full-time employees must maintain continuous full-time employment status. - Because of the production-based nature of the job, employees must be able to adhere to their schedule and attendance policies.

• Act as the first point of contact for technical support requests • Log, prioritise and manage incidents through the service desk • Diagnose and resolve first-line VoIP, SIP and connectivity issues • Troubleshoot hosted telephony platforms, SIP trunks and broadband services • Support routers, firewalls, LAN/WAN and Wi-Fi environments • Work towards First Contact Resolution (FCR) wherever possible • Escalate complex issues to 2nd and 3rd Line Engineers with detailed diagnostics • Liaise with internet service providers, carriers and third-party vendors • Maintain accurate documentation and update knowledge base articles • Provide clear, professional communication throughout the incident lifecycle