Remote Tax Software Support Specialist

CAI; Helena (MT); Remote; USD 44,000 - 54,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k retirement account

Paid time off

Job summary

CAI is seeking a Product Support Specialist to remotely provide Level 1 technical support for our corporate tax software product line. You will handle calls, emails, and portal tickets, diagnose moderately complex issues, and contribute to knowledge base updates.

The role is full-time and remote, with daytime EST coverage. Ideal candidates have 1–3 years in product support, a CS/IS degree, and familiarity with ERP systems, SQL/Oracle, and Salesforce ITSM. Strong communication is essential.

Qualifications

• 1–3 years of experience in Product Support or similar role.
• Degree in Information Systems or Computer Science (preferred) or equivalent experience.
• Basic knowledge of platforms, operating systems, and web authoring tools.

Responsibilities

• Answer phone calls and respond to emails and web portal requests.
• Be available within the ITSM system to answer customer calls.
• Log and resolve or route tickets to appropriate teams.
• Analyze and resolve technical and software-related problems.
• Contribute to updating knowledge base articles.

Skills

Customer support

Technical troubleshooting

SQL/Oracle basics

ERP familiarity

ITIL knowledge

Education

Bachelor's degree in Information Systems or Computer Science

Tools

Salesforce

ITSM tools

Job description

CAI is seeking a Product Support Specialist to remotely provide Level 1 technical support for our corporate tax software product line. You will handle calls, emails, and portal tickets, diagnose moderately complex issues, and contribute to knowledge base updates.

The role is full-time and remote, with daytime EST coverage. Ideal candidates have 1–3 years in product support, a CS/IS degree, and familiarity with ERP systems, SQL/Oracle, and Salesforce ITSM. Strong communication is essential.