Define Your Potential

Thank you for considering Vertex Inc, and we are excited about the opportunity to learn more about you, and help you define your potential contributions at Vertex! Our goal is to find new team members that work to help our clients unleash the strategic potential of Corporate Tax worldwide.


Vertex is considered a premier partner to Oracle, SAP, and works closely with the Big 4 and other leading software providers, as well as tax and accounting firms to provide the most integrated enterprise tax technology solutions available today to the most recognized brands of the world!  We have enjoyed workplace and business recognitions including Philly.com’s Top Places to Work for three years in a row, Working Mother 100 Best Companies, and SmartCEO's Philadelphia Corporate Culture Award.

Supervisor - Customer Support Tier II

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Customer Support
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200571 Requisition #
Job Summary:

Ensure effective customer support and customer satisfaction by managing all activities, programs, processes, and systems related to the strategic and tactical direction of the Customer Support staff in order to assure the highest level of Customer Satisfaction. Manage the customer support staff to ensure prompt, professional, and courteous support to customers (internal and external).

 
Essential Job Functions and Responsibilities:
  • Assure customer satisfaction with Vertex Products and ensure value of renewal investment by establishing support service levels aligned with product strategies and customer expectations and measuring performance against target goals. Metrics should include operational performance and financial reports (e.g. Cost/Call).
  • Improving quality and responsiveness of customer support staff. Improving interaction and service between customer support and other functional areas of the company.
  • Assist Product Technical Specialists in resolving Tier II technical and functional product issues. These can range from taxability challenges to database or other technical issues.
  • Work with Product Technical Specialist on escalated customer issues including customer communication, appropriate urgency, and engaging internal resources to resolve issues timely.
  • Manage assigned Product Software Support team by developing, documenting, and testing support process using industry best practices. Ensure timely resolution of complex and/or high-level question and escalated issues by researching customer needs and incorporating customer feedback into departmental procedures/products. Support will be delivered through multiple channels including phone, email, web, face to face, and potentially video.
  • Ensure the availability and Productivity of Qualified, Motivated Staff by developing and continuously adjusting a staffing model. Planning for future staffing needs according to company/product expansion, recruiting, selecting, monitoring the training and development, and providing career growth opportunities for staff and by directing the work responsibilities of direct reports.
  • Contribute to Operational Success of Vertex by participating on various cross-functional and strategic initiative teams. By promoting customer awareness throughout the Vertex organization. By developing and implementing department objectives that are in line with the overall corporate strategy.
  • Enhance Job Knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies; developing and/or maintaining proficiency in the most current software support best practice methodology.
  • Lead by example; set and communicate high expectations, motivate self and others to achieve them.
  • Own attainment of high employee satisfaction and retention; lead development of programs and initiatives within group to attain high employee satisfaction.
  • Promote common goals and shared purpose among team members.
  • Raise leadership awareness regarding appropriate resourcing of staff in order to achieve goals and objectives.
  • Lead or participate in other projects or duties as assigned.
  • Occasional travel required.
 

Supervisory Responsibilities:

Directly supervise, coach and mentor teams of approx. 10-12 Product Technical Specialists and/or comparable professionals (various levels)


Knowledge, Skills and Abilities:

  • Ability to work collaboratively and effectively in a dynamic, fast-paced team environment required
  • Thorough understanding of Customer Software Support best practices and at least one of the following: familiarity with Client/Server, Legacy or Personal Computing Technology
  • Knowledge of operating systems, computing hardware and databases.
  • Excellent communication, interpersonal, problem solving, analytical, time management, organizational, relationship-building, conflict management, and leadership skills.
  • Proficiency in Microsoft Office packages is required.
  • Sufficient knowledge of business communications, including telephone, voicemail, and e-mail, and operations of office machines, such as photocopier, scanner, and fax
  • Willingness to work overtime, holidays, on-call rotations, and weekends based on business needs
  • Ability to collaborate, influence, negotiate; resolve conflicts in a team-based environment.
  • Sense of urgency and a results-oriented attitude
  • Ability to make recommendations to effectively resolve problems/issues by using judgment consistent with company standards, practices, policies, and procedures as well as federal and state regulations and laws.
 

EDUCATION, TRAINING:

  • Bachelor’s degree in Business, Computer Science, IT, or similar field, or equivalent experience required.
  • Will consider highly experienced candidates with an Associate’s degree or High School Diploma.
  • Minimum 5 years relevant customer support experience.
  • Minimum 1-year relevant supervisory experience.

Other Qualifications – 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. Do not 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 are unsure, ask. Demonstrate unwavering support for decisions.

COMMENTS:

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.

 
 


Vertex is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.


While performing the duties of this job, the work environment may require an individual to be able to sit or be stationary at a computer and use computers for extended periods of time and move freely around the building. Travel may be required. 

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