> Markdown version of [/jobs/ext/2299612-product-support-specialist](https://www.wearedevelopers.com/jobs/ext/2299612-product-support-specialist). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Product Support Specialist - **Company:** CAI, Inc. - **Location:** Tallahassee, FL, United States (Remote available) - **Experience:** Starter - **Salary:** $101,920.0 - $104,000.0 - **Contract:** Permanent contract - **Skills:** Java (Programming Language), Information Systems, Databases, Database Theory, Issue Tracking Systems, Web Portals, Microsoft SQL Server, Oracle (Applications), Salesforce.Com, Tax Compliance Software, Web Services, Information Technology, Programming Languages - **Published:** August 29, 2026 - **Apply:** https://www.juju.com/job/00000000gpn6pc ## About the Role + Minimum 1-3 years' experience as Product Support Specialist (or similar) + Degree in Information Systems or Computer Science (Preferred) or equivalent experience + Intermediate knowledge of platforms, operating systems, and web authoring tools + Basic knowledge of product functional issues, basic technical issues, and the application of corporate tax concepts + Basic knowledge of computer terms, languages, database concepts, Oracle, SQL Server, etc. + Familiarity with common ERP systems and concepts + Customer technical product support experience with analyzing, resolving, and routing customer inquiries + Knowledge of common support tools and practices, specifically ticketing systems such as Salesforce and ITIL + Analytical, problem solver + Strong attention to detail + Excellent work ethic; self-motivated + Fast learner + Ability to work independently and follow through on open tickets without supervision + Team-oriented + Ability to confidently make quick decisions using resources and independent judgment to resolve technical customer issues and provide timely statuses to customers and key stakeholders as appropriate to the situation + Ability to be professional in all interactions, with the proven ability to handle difficult customer situations while remaining positive and customer focused + Ability to manage stress in a busy, and at times, demanding call center environment + Possess awareness and appropriately handle sensitive proprietary information + Strong writing and verbal skills; speaking 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 work weekdays from 2:00pm - 10:00pm EST Preferred: + Knowledge of corporate tax principles and related tax software + Certifications in databases, Java, or web services + Knowledge of ITIL principles + Knowledge of UNIX/Linux + Knowledge of environmental variables and compilation commands for OS and programming languages (for some roles only) Physical Demands + Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards + Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc. + Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor ## Description As a Product Support Specialist, you will be responsible for providing level 1 technical support for our a corporate tax software., We are looking for a **Product Support Specialist** to remotely provide level one technical support to a corporate tax software product. The Product Support Specialist will remotely provide Level 1 technical support for our client's customers for their corporate tax software global product line. Additionally, they will support incoming requests via calls, emails, and the client's web portal. Understanding and resolution of moderately complex issues is expected, specifically troubleshooting in the areas of product functionality, data, calculation, and technical integration issues. They will also support a dynamic team environment by collaborating with other departments, team, and workgroup members, by contributing time, effort, and ideas. This position will be **full-time, 2nd shift, and** **remote.** What You'll Do + Answer phone calls and respond to emails and web portal requests + Be available within the ACD system to answer customer phone calls + Receive and handle customer issues/requests via tickets within ITSM tool + Analyze and resolve technical and software related problems + Log all work activity and efficiently work to resolve or assign ticket to appropriate team + Engage knowledge of products, tax, and key resources to ensure timely resolution + Contribute to creating and updating knowledge base articles, sharing knowledge + Assists with mentoring and training of new team members + Drive positive results in Customer Experience through timely response and professional interaction + Demonstrate self-direction in meeting targets for performance metrics to achieve daily individual work goals and team monthly metrics + Provide consistent communication with the customer to effectively manage expectations + Function as a business liaison between CAI clients and their customers, balancing the needs of both the client and the business in a way that drives a mutually agreed upon outcome ## Related Videos - [From clicks to cribs - How to find your dream home with web scraping](https://www.wearedevelopers.com/videos/767-from-clicks-to-cribs-how-to-find-your-dream-home-with-web-scraping) - [Developer Time Is Valuable - Use the Right Tools - Kilian Valkhof](https://www.wearedevelopers.com/videos/1792-developer-time-is-valuable-use-the-right-tools-kilian-valkhof) - [Kubernetes and Microservices with Multi-Model Databases](https://www.wearedevelopers.com/videos/382-kubernetes-and-microservices-with-multi-model-databases) - [Grappling With Clunky Old Software? 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