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This role will be responsible for all aspects of risk mitigation. You will develop and execute open items trackers to drive efficient risk resolutions and overall customer satisfaction of your customers, resulting in customers for life!\n\n\n*More specifically, you will:*\n\n\n* Act as an extension of the customer, being a proactive advocate within Sovos and the customer to help mitigate risk and escalation\n* Closely manage and nurture accounts during escalations to identify and eliminate risk of attrition\n* Partner with internal Sovos stakeholders to align account activities with the customer's business case and strategy\n* Identify renewal risk and collaborate with internal teams to remediate and ensure successful renewals\n* Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of Sovos products and services\n* Utilize risk case completion notes templates and open items trackers to maintain consistency and accuracy\n* Provide timely and accurate updates to customers until cases are completed\n\n\n**What We Need From You**\n\n\n* 2\\+ years of customer success, account management, or sales experience in SaaS or similar industry\n* Excellent English written and verbal communication skills, including issue tracking, triaging and crisis management; Portuguese is a plus\n* Ability to efficiently manage multiple customer projects simultaneously\n* Strong skills in communicating with internal and external customers and all levels of management\n* Ability to effectively communicate technical information to non\\-technical audiences\n* Experience communicating difficult/sensitive information tactfully\n* Demonstrated ability to continually seek opportunities to increase customer satisfaction and deepen client relationships\n* Proven track record of managing client expectations effectively\n* General knowledge of tax reporting and compliance (preferred)\n* Experience with CSM technologies such as Salesforce, Gainsight etc. (preferred)\n* Experience in any of the following areas is a plus: Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing Standards\n\n\n**What Does Sovos Offer You?**\n\n\n\nThe tools to enhance your life \\- because we want you to enjoy your life outside of work and inside!\n\n\n* Flexible Time\\-Off\n* Comprehensive Health benefits\n* Meal Vouchers to assist with food expenses\n* Bi\\-Weekly Meeting Free Days\n* Mentoring Programs\n* Globally recognized Training and Development programs\n* Virtual English Club through Rosetta Stone, and more!\n\n\nSovos is an equal opportunity employer committed to providing an environment that celebrates diversity and where equal employment opportunities are available to all applicants and employees. 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Fe 1461, T4000EOE San Miguel de Tucumán, Tucumán, Argentina","infoId":"6414238556480112","pictureUrl":"https://uspic3.ok.com/logo/ineed.png","videos":null,"title":"Technical Support Specialist","content":"**Build your future with Sovos.**\n\n\n\nIf you're seeking a career where innovation meets impact, you've come to the right place. As a global leader, Sovos is transforming tax compliance from a business requirement to a force for growth while revolutionizing how businesses navigate the ever\\-changing regulatory landscape.\n\n\n\nAt Sovos, we're dedicated to more than just solving compliance challenges \\- we're committed to making a positive and lasting difference in everything we do. 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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.\n\n\n*More specifically, you will:*\n\n\n* Respond to and resolve technical support tickets, calls, and emails in a timely and professional manner\n* Troubleshoot software issues by replicating problems, identifying root causes, and implementing solutions\n* Document all customer interactions, issues, and resolutions in the support ticketing system\n* Escalate complex technical problems to appropriate Sovos support teams when necessary\n* Create and maintain knowledge base articles and troubleshooting guides\n* Provide product training and onboarding assistance to new customers\n* Conduct regular follow\\-ups with customers to ensure satisfaction with resolutions\n* Identify recurring issues and collaborate with product teams on improvement opportunities\n* Stay current with product updates, new features, and technical developments\n* Participate in on\\-call rotations to provide after\\-hours support when needed\n\n\n**What We Need From You**\n\n\n* Strong technical aptitude with the ability to quickly learn new software platforms and technologies\n* Excellent verbal and written communication skills, with the ability to explain technical concepts to non\\-technical users\n* Patient and empathetic approach to customer service, even during high\\-stress situations\n* Problem\\-solving mindset with strong analytical and diagnostic abilities\n* Experience with ticketing systems (Zendesk, Freshdesk, or similar platforms)\n* Basic understanding of web technologies, APIs, and integration concepts\n* Self\\-motivated with the ability to work independently while also collaborating effectively with team members\n* Time management skills to balance multiple support cases with varying priorities\n* Adaptability to changing requirements and evolving software capabilities\n* Ability to speak and write English for phone calls and messages to customers, in addition to the primary language for the product(s) being supported (may be one of English, Spanish, Portuguese, Turkish)\n\n\n**What Does Sovos Offer You?**\n\n\n\nThe tools to enhance your life \\- because we want you to enjoy your life outside of work and inside!\n\n\n* Flexible Time\\-Off\n* Comprehensive Health benefits\n* Meal Vouchers to assist with food expenses\n* Bi\\-Weekly Meeting Free Days\n* Mentoring Programs\n* Globally recognized Training and Development programs\n* Virtual English Club through Rosetta Stone, and more!\n\n\nSovos is an equal opportunity employer committed to providing an environment that celebrates diversity and where equal employment opportunities are available to all applicants and employees. 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Sovos annually processes more than three billion transactions across 19,000 global tax jurisdictions. Bolstered by a robust partner program more than 400 strong, Sovos brings to bear an unrivaled global network for companies across industries and geographies. Founded in 1979, Sovos has operations across the Americas and Europe, and is owned by Hg and TA Associates. 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