TaxJar · Feb 2nd 2021
TaxJar is the leading technology solution for busy eCommerce sellers to manage sales tax and is trusted by more than 20,000 businesses.
Our core values:
We do the right thing for our customers.
We're a team, built on trust.
We're proud to be remote.
We're in control of our own destiny.
You will join our Technical Support team within the Customer Services team and help us support and improve the TaxJar product our customers love. You will serve as the first point of contact for our customers and partners seeking technical assistance over the phone or email for the TaxJar application and services. You will perform remote troubleshooting and use targeted questions to provide customers the best solution based on the provided information and knowledge of TaxJar's application.
*This is a full-time remote position available to folks located in the US.
On the Technical Support team you will:
Solve technical problems for customers on a daily basis. Our support engineers need to be fast learners and get up to speed quickly on our product and integrations.
Categorize and quickly respond to customer questions and requests via email (we use Help Scout).
Face debugging issues not only within our own Ruby and PHP codebase but also with the many technologies employed by our customers.
Onboard NetSuite customers and conduct technical demos
Participate in extensive debugging and possible custom script writing in a NetSuite environment
Track & monitor all customer requests and trending product issues.
Distill complex issues into underlying causes and work directly with our product development teams to deploy solutions while consistently delivering world-class support.
Interact with the developers to help identify root causes to bugs and exceptions reported by customers or by our application.
Proven experience in a technical help desk or customer support role
Demonstrate an ability to troubleshoot errors in one or all SQL, Ruby and PHP
General knowledge of standard business processes within NetSuite such as order to cash
Experience supporting open source carts like WooCommerce and Magento
Highly-skilled in written and verbal communications
Experience working with a remote team
Extremely patient...sales tax can be painful and our goal is to ease that pain :-)
Ability to multitask on various client issues and prioritize issues.
Approaches success from the customer’s point of view
You enjoy teaching
Able to explain complex concepts in easy to understand language
Interested in understanding the ins-and-outs of sales tax
Attentive to details, both in communication and in explaining how TaxJar works
You’ll be a great fit on our team if you:
Only want to work remotely
Are a PRO at communicating and collaboration
Highly value working with people you like and respect
Are confident in your skills and a solid team player (We’re peers here, no egos please) but also comfortable working asynchronously
Are hungry to play an impactful role and not afraid to fail
We’re a happy team and we all really love what we do. We've created a space where high-achievers can succeed, but are also safe to fail. We're profitable and focused on growing TaxJar sustainably. We're always learning how to make TaxJar the best place to work for all of us, and not just another tech startup. We’re always looking for an amazing new teammates to come share in the excitement of solving real-world problems with technology.
Excellent health, vision and dental benefits
Flexible vacation policy
$1,000 in professional development credit
Home office stipend
Equity in a profitable company
2x year all-company in person retreats (fully paid for by us of course)
Mandatory Birthday holiday!
12 week paid parental leave
Monthly perks reimbursement for things like Netflix, Amazon Prime, your gym membership, home internet and more
We offer all of our employees amazing benefits. Visit www.TaxJar.com/jobs for a full list of our benefits and to learn more about how we work and what we stand for.
If you're not the perfect fit for this position, but you know someone who is, we'll pay you $1,000 if you refer us to the person we hire.