Program Support Specialist - Senior

TTT - Program Support Specialist - Tax Senior

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Job Title: Program Support Specialist

 

Job Summary: We are seeking a dedicated and knowledgeable Program Support Specialist to join our team, focusing on global projects. The ideal candidate will be responsible for providing exceptional customer support to our clients using our programs and services. You will troubleshoot issues, provide solutions, and ensure a seamless user experience across diverse international environments.

 

Key Responsibilities:

• Troubleshoot and resolve technical issues related to our programs and services.
• Guide customers through the setup, implementation, and configuration of our offerings.
• Conduct installations and assist clients in configuring their accounts to meet their specific needs.
• Collaborate with the product and engineering teams to escalate and resolve complex issues.
• Document support interactions and maintain accurate records in our support ticketing system.
• Provide training and resources to customers to enhance their understanding of our programs.
• Monitor and analyse support metrics to identify trends and areas for improvement.
• Stay updated on program features, enhancements, and industry trends.
• Assist in project management activities, including planning, execution, and monitoring of program implementation projects on a global scale.
• Coordinate with cross-functional teams to ensure project milestones are met and deliverables are completed on time.
• Prepare project documentation, status reports, and presentations for stakeholders.

 

Qualifications:

• Bachelor’s degree in computer science, Information Technology, Business Administration, or a related field.
• Proven experience in a customer support role, preferably in a program or service environment.
• Strong technical skills and the ability to troubleshoot software issues.
• Experience with program implementation and configuration processes.
• Familiarity with project management methodologies and tools.
• Excellent communication and interpersonal skills, with the ability to work effectively in a global context.
• Ability to work independently and as part of a team.
• Familiarity with support ticketing systems and CRM software.
• Strong problem-solving skills and attention to detail.

 

Preferred Skills:

 

• Experience with cloud-based solutions.
• Knowledge of SQL or other database management systems.
• Familiarity with API integrations and web services.
• Project Management Professional (PMP) certification or equivalent is a plus.

 

EY | Building a better working world

EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.

Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.

EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.

Experience Level

Senior Level