Job Description:

**100% onsite!!** - lenght of assignment: 3 months with a potential to be extended

Software Support Analysts are the primary technical point of contact for our clients.

If something goes wrong for our software users, they call (or email) client support! SSA reps will have the opportunity to work with a global team, with help from around the world, to work to Solve Taxes for Good and help our clients achieve that mission.

More specifically they will:

· Reply to our client's needs by phone and e-mail while tracking and managing Salesforce cases from initiation through resolution

· Assist clients with data file imports as well as the creation of custom reports of their information

· Provide training and guidance to clients as well as internal staff for our products and services

· Troubleshoot the creation and modification of more complex client tax forms (NOTE: tax industry background is not required)

· Interact and help with clients, internal and external, regarding their issues including status updates training, and issue resolution

· Be available via softphone and work an eighth (8) hour shift with a one (1) hour lunch break

1. Our phone lines are open from 7 am – 7 pm central, Monday – Friday

2. Additional weekend shift opportunities may be available

3. Shifts start at 8, 9, or 10 am central

Our ideal candidate would have the following skills:

· Ability to manage multiple tasks concurrently and actively manage tasks to completion

· High comfort level using Windows PCs, including Microsoft Outlook, Excel, Word, and web browsers

· Learns new software easily

· Great team player who is passionate about technology and helping others

· Fluency in the English language

· Excellent written and verbal communication skills - this role does involve talking to users

· Prior call center or customer service skills is a plus

Security Requirements:

Due to the sensitivity of the data in our applications, several security measures would need to be satisfied.

· Individuals would be required to pass a drug screening.

· Individuals would be required to pass a criminal background check.

· Computers are required to have Windows 10 operating systems with us anti-virus, Data Loss

· Prevention (DLP), Virtual Private Network (VPN), Virtual Machine (VM), and Voice over IP (VOIP) softphone software.

1. Alternatively, we could provide laptops.

· All our-related work would be required to be completed within our provisioned VM.

· The individuals would be required to work from a secure building within the United States with badge access, security cameras, and the ability to audit their access.

· Within the secure building, this team must be physically separated into their own dedicated space that only they have access to which is also tied into the badge access and camera systems and audit requirements.

1. Alternatively, contractors could work from our office if within the Minneapolis, MN area.

· Visitors are not permitted into the secure space.

· All personnel engaged in our-related work would be required to take our security training and agree to adhere to our Code of Conduct and related policies.

Job Type: Temporary

Pay: $22.00 per hour

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Minnetonka, MN: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Windows: 1 year (Required)
• Customer service: 1 year (Required)

Work Location: One location

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