Position Overview

As a Technical Support Specialist you will serve as the critical bridge between our SaaS platform and Sovos customers, providing swift resolution to escalated technical issues raised from Customer Support, or other Sovos customer-facing teams. Your role is crucial in ensuring excellent customer experience by resolving technical customer issues quickly (such as file imports, custom reports), escalating complex problems when necessary, and contributing to a culture of continuous improvement.

Note: Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Job Responsibilities

• Respond to and resolve technical support tickets, calls, and emails in a timely and professional manner

• Troubleshoot software issues by replicating problems, identifying root causes, and implementing solutions

• Document all customer interactions, issues, and resolutions in the support ticketing system

• Escalate complex technical problems to appropriate Sovos support teams when necessary

• Create and maintain knowledge base articles and troubleshooting guides

• Provide product training and onboarding assistance to new customers

• Conduct regular follow-ups with customers to ensure satisfaction with resolutions

• Identify recurring issues and collaborate with product teams on improvement opportunities

• Stay current with product updates, new features, and technical developments

• Participate in on-call rotations to provide after-hours support when needed

Organizational Alignment

• Reports to: Manager, Customer Support (or Team Lead)

Skills Required

• Strong technical aptitude with the ability to quickly learn new software platforms and technologies

• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users

• Patient and empathetic approach to customer service, even during high-stress situations

• Problem-solving mindset with strong analytical and diagnostic abilities

• Experience with ticketing systems (Zendesk, Freshdesk, or similar platforms)

• Basic understanding of web technologies, APIs, and integration concepts

• Self-motivated with the ability to work independently while also collaborating effectively with team members

• Time management skills to balance multiple support cases with varying priorities

• Adaptability to changing requirements and evolving software capabilities

• Language - Able to speak and write English for phone calls/messages to customers in addition to the primary language for the product(s) being supported

Environmental Job Requirement and Working Conditions

• Position Requires:

• minimal (less than 25%) travel required both domestic and international to Sovos locations and events

• Utilize technology (e.g., phone systems, computer hardware and software applications) to fulfill work requirements

Company Background

Sovos was built to solve the complexities of the digital transformation of tax, with complete, connected offerings for tax determination, continuous transaction control compliance, tax reporting and more. The company supports more than 8,000 customers, including half of the Fortune 500, operating in over 70 countries. Its SaaS products and proprietary Sovos S1 Platform integrate with a wide variety of business applications and government compliance processes. Sovos has employees throughout North America, Latin America and Europe, and is owned by Hg and TA Associates. For more information visit www.sovos.com and follow us on LinkedIn and Twitter.