Service Desk Analyst - Contractor

TaxJar

TaxJar is the leading technology solution for busy eCommerce sellers to manage sales tax and is trusted by more than 20,000 businesses. Our mission is to make e-commerce easier for everyone. 
Our Core Values: 
  • 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
TaxJar’s remote-only team is growing quickly. We’re currently looking for a Service Desk Analyst - Contractor who wants to make a difference on a growing Customer Services team. 
  • 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.
This is a full-time remote position, available to folks located in the continental US only.
As a  Service Desk Analyst - Contractor you will: 
  • 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
You are: 
  • 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
You’ll be a great fit on our team if you: 
  • 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
Qualifications: 
  • 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

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