Software Support Analyst Ii

**Build your future with Sovos**Digital technology has forever changed business. Now, it’s transforming tax. Sovos’ software was built for the digital future of tax, with complete, connected offerings for tax determination, continuous transaction control compliance, tax reporting and more.Our 2,000+ employees throughout the Americas and Europe are building the future of global compliance software with a culture of commitment to keep our promise to customers.**We are looking for a Software Support Analyst to join our team****The Work You'll Do**:- Note: Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time._- More specifically, you will:_- Provide technical support to internal and external users regarding the resolution of production issues, processes, and procedures- Respond promptly and professionally; analyze impact and scope to determine Level 1 and Level 2 issue resolution- Assist in all technical problems (i.e. performance, security, etc.) for the multi-products supported- Effectively troubleshoot, replicate and develop workarounds as needed and in interim to ensure client service- Document and communicate the results to internal and external users, corporate development, external business partners, and/or clients- Identify user needs and requirements to existing and proposed system issues; document user requirements thoroughly via the Client Portal- Maintain appropriate record of resolution through the CRM system- Use Knowledge Management database to locate solutions to issues- Ensure case notes thoroughly detail the problem and resolution are comprehensive of the issue and are documented professionally- Stay current with emerging technology and trends in order to provide technical support for product rollouts and/or existing offerings- Remain proficient on operating systems, operations acumen, and daily operations- Assist in developing internal documentation to support new features and procedures for product enhancements- Perform other related duties as assigned- Act with integrity and demonstrates ethical behavior in all matters with all stakeholders- Takes full responsibility for ensuring internal and external customer satisfaction- Demonstrate initiative, drive and determination to achieve results, success and growth- Maintain a high level of energy, enthusiasm, engagement and commitment to action- Develop trust and models open, candid, respectful communication and collaborative teamwork- Demonstrate a high degree of self-awareness and commitment to personal development and learning**What We Need From You**:- Tax Technology experience required- Equivalent technical training & experience in client relations- 1-3 years of experience with identifying, resolving and implementing system modification and enhancements- Extensive working knowledge of relevant business operations functions- Proven seasoned experience in the following skills:- Troubleshooting and Analysis- Technical- Problem Solving- Communication - Verbal & Written- Negotiation- Communication- Leadership- Analytical- Minimal travel required to Sovos locations and events- Essential Job Functions:- Interact effectively with teammates, colleagues and customers- Comprehend and communicate complex concepts- Concentrate, analyze and resolve complex problems**What Does Sovos Offer You?**- The tools to grow your career both personally and professionally:_Did you know that over 30% of our employees earned a promotion or job change In FY2020? That can happen because growth Is serious business here at Sovos, and we have the programs In place to make sure of it, including:- SovosYOU- The IDEA Mentor Program- Benefits higher than the law- Competitive Salary- LEADS and IMPACTThe challenge of working in an emerging market and solving complex problems for our clients is a large one. Businesses are struggling to keep up with the pace, volume, and complexity of regulatory requirements. In fact, 45% of CFOs say compliance is their “biggest growth challenge.” That is why over half of the Fortune 500 counts on Sovos to solve their complex business-to-government compliance challenges. Our employees work on meaningful and engaging projects that make a tangible impact on our clients’ success.