18 days old

Product Technical Specialist I

Vertex Inc
King of Prussia, PA 19406
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  • Provides second level support to customers as necessary involving moderately complex issues.
  • Possesses working knowledge of product functional issues, low level technical issues, and the application of corporate tax concepts within the context of the supported application(s).
  • Communicates customers' needs and requirements to other Vertex employees and teams.
  • Provides work leadership and assistance to less senior staff.
  • Drives positive results in Customer Experience through timely response, and positive interaction.
  • Possesses awareness of sensitivity regarding internal and external proprietary information and can distribute information appropriately.
  • Demonstrates self-direction in meeting targets for performance metrics to achieve daily work goals.
  • Ability to work independently on tasks for customers
  • Ability to work within the direction and expectations of the Customer Support Work Center.
  • Works on internal projects and teams.
  • Other duties as assigned
  • Proven customer support experience with assessing, routing and addressing customer inquiries.
  • Ability to actively coach peers and provide informal leadership as a positive role model.
  • Can professionally represent Vertex at customer sites and conferences.
  • Can effectively manage stress with the proven ability to handle difficult customer situations while remaining positive and customer focused.
  • Can quickly review information requests from inside and outside the support work center and makes informed decisions regarding what information to share and when to refer unresolved requests to appropriate next level for assistance
  • Ability to use good judgement in all actions with regard to internal and external communications that could impact the Vertex brand and/or the customer
  • Ability to make timely and appropriate decisions on escalations; and provide timely statuses to customer and key stakeholders as appropriate to the situation
  • Engages key resources within the work center to ensure timely resolution.
  • Strong writing and verbal skills; speaks effectively, using conventions proper to the situation
  • Ability to employ a professional approach with others, using all appropriate tools of communication; uses consideration and tact when offering opinions.
  • Ability to adjust communication style and delivery based on the audience.

Education, Training:

BA or BS degree in related field or equivalent work experience.

0-1 years of software support experience in a B2B contact center.

The Winning Way behaviors that all Vertex employees need in order to meet the expectations of each other, our customers, and our partners.

Communicate with Clarity- Be clear, concise and actionable. Be relentlessly constructive. Seek and provide meaningful feedback.

Act with Urgency- Adopt an agile mentality -frequent iterations, improved speed, resilience. 80/20 rule-better is the enemy of done. Don't spend hours when minutes are enough.

Work with Purpose- Exhibit a "We Can" mindset. Results outweigh effort. Everyone understands how their role contributes. Set aside personal objectives for team results.

Drive to Decision- Cut the swirl with defined deadlines and decision points. Be clear on individual accountability and decision authority. Guided by a commitment to and accountability for customer outcomes.

Own the Outcome- Defined milestones, commitments and intended results. Assess your work in context, if you're unsure, ask. Demonstrate unwavering support for decisions.


The above statements are intended to describe the general nature and level of work being performed by individuals in this position. Other functions may be assigned, and management retains the right to add or change the duties at any time.

Please note: This is a Pipeline Requisition for potential hiring needs

At Vertex Inc. we are always looking for the best talent for future needs of the business. This position description does not represent a current opening. However, may use this position to identify candidates with critical skills and experiences for frequently filled positions at all levels. Candidates who express an interest and match the requirements will be contacted by a recruiter for an introductory phone interview, and further details of timing will be discussed.


Posted: 2019-10-31 Expires: 2019-11-29

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Product Technical Specialist I

Vertex Inc
King of Prussia, PA 19406

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