Software Support Analyst

**Build your future with Sovos.**

If you are looking for an opportunity where career-minded professionals can achieve success while bringing their best and whole selves to work each day, Sovos may be the company you have been looking for. Employees at Sovos operate on the leading edge of digital technology while working to improve lives and the communities in which we live and work. When we say Solve Tax for Good, we mean For Good in every sense of the word. Our organizational commitment is to provide a place where employees can thrive and progress in their careers while having the support behind them that only a global company can offer.

Sound like this might be the opportunity you have been looking for?

It’s not about what you have done somewhere else, it’s all about what you are capable of doing here.

**The Work You'll Do**:
Supervises members of the Support team and is responsible for ensuring that all services are successfully supported in a timely fashion while delivering an outstanding customer service experience. This individual is passionate about client service and leading others, is extremely detail oriented and organized, and is an excellent communicator
- More specifically you will:_
- Diagnose customer’s reported issues using efficient debug skill, minor development, debugging source code (Java) for fixing customer issues.
- Troubleshooting product, OS, network or software pre-req configuration problems, and identify and provide solutions.
- Liaise with internal development, functional and Regulatory teams when necessary
- Build specifications for Development team regarding the findings (bug, Enhancements) identified during diagnostics.
- Effectively document client support issues and update Sales Force software in a timely manner
- Participate in on-call 24/7 support for escalated client production sites
- Efficiently debug source code to identify reported defects. As and when necessary conduct development to fix the defect
- Performing Minor and Internal Development
- Providing clients with software training (on site/off-site
- Provide support as per extended service agreements
- Assisting with QA cycle
- Participate in training sessions
- Participate in process improvement projects
- Strive to improve internal processes

**What We Need From You**
- Intermediate Java language knowledge, familiar Object Oriented Programing best practices and basic knowledge of database
- Ability to assist with routine or common technical questions
- Responsible for managing cases in Salesforce including categorizing appropriately and closing in a timely manner
- Use knowledge base to self-help for basic troubleshooting or procedural questions
- Document product learnings in the appropriate location
- Provide client training as necessary
- Ensure case notes thoroughly detail the problem and resolution professionally and accurately
- Demonstrate professional client communication skills both verbally and written
- Ability to manage cases across multiple clients and products simultaneously
- Effectively troubleshoot, replicate, and develop workarounds as needed and in interim to ensure superior customer service

**What Does Sovos Offer You?**
- The tools to enhance your life - because we want you to enjoy your life outside of work and inside_

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

Generous time off and benefits

Sovos is an equal opportunity employer committed to providing an environment that celebrates diversity and where equal employment opportunities are available to all applicants and employees. We do not discriminate against race, color, religions, national origin, age, sex, marital status, physical or mental disability, veteran status, gender identity, sexual orientation, or any other characteristic provided by law. At Sovos, all employees are encouraged to bring their whole selves to work.

**Company Background