Zytax Compliance Support Manager
FuelQuest - Houston, TX

This job posting is no longer available on CareerBuilder. Find similar jobs: Zytax Compliance Support Manager jobs - FuelQuest jobs

At FuelQuest our mission is to be the preferred partner of companies dedicated to better controlling and managing their costs and margins by delivering value-based solutions and services complimented by world-class support. We are committed to deliver measurable value to our customers and to continually expand that value through improvements to our solutions and processes. These improvements are enabled by our highly motivated team of industry and solution experts collaborating in an environment of teamwork, empowerment and accountability. We are currently seeking a Zytax Compliance Support Manager for our Houston, TX or Green Bay, WI office.In this role you will be managing the Zytax Compliance support team, which acts as the primary contact for end-users of the FuelQuest Fuel Tax System Zytax Compliance' and files fuel taxes on behalf of some clients. The manager will oversee the daily operations of the Zytax Compliance Support team, including resource scheduling, fuel tax filing, issue resolution and communication. The manager will also provide reporting metrics and analysis on the issues coming into the support team. The manager will also act as a support specialist for certain issues or customers. Most customer contacts are via email, and there is also some direct communication via phone and GoToMeeting live support session. In this capacity, you will be on point to document the reported issue and track its status through resolution. Most issues will be resolved by you or a member of the support team. Occasionally some issues will need to be escalated other departments within FuelQuest.
Principal responsibilities: Manage the daily operations of the support team. Directly manage the Zytax Compliance Support Specialists. Maintain integrity of customer confidential financial information. Monitor status of monthly tax filing for our business in which we file on behalf of customers. Actively monitor and prioritize case statuses to ensure that customers meet tax filing deadlines. Support the FuelQuest professional services team with new customer set up and configuration. Proactively monitor system changes to help customers achieve system supported business objectives. Serves as the primary point of contact for live customers; supporting regularly scheduled upgrade releases to the customers / client. Providing end-user support via troubleshooting, diagnostics and resolving issues within the Zytax Compliance application. Resolution is typically in the form of suggested changes to the Zytax Compliance configuration, data manipulation, rule settings or specific how to instruction. Function as a FuelQuest subject matter expert on existing functionality as it relates to the industry and its customers. Use resources provided by development teams to reference state mandated tax changes, rate requirements, and environmental compliance. In this regard you will: Log use cases problem/resolution for future development changes. Support end-user testing of new releases of Zytax Compliance software. Required Experience and Skills: Outstanding writing skills. Strong ability to prioritize customer issues. Comfortable handling multiple issues, i.e. multi-tasking. Three years minimum direct people management experience. Proficiency in Microsoft Word, Outlook, Excel and Internet Explorer. Experience with handling both proprietary and confidential information. Ability to communicate with management level resources both internally and externally. Familiarity with using or providing help desk support for a web based business application. Self-starter with a demonstrated ability to work independently while serving in a team environment. Experience in a customer support role where tracking and reporting issues and status of resolution were involved. Clear, outstanding telephone skills and consistent projection of a positive image to internal and external customers. Ability to document issues clearly and concisely in order for other team members to assist in resolution with little or no follow up needed for clarification. Preferred Experience and Skills Basic SQL is a plus. Documentation and organization. Flexibility during peak operations time. Experience training end-users using new or modified software. Certifications or formal training in help desk or customer support. Knowledge and/or experience in the Fuel Industry strongly preferred. Network/system navigation skills such as getting to FTP directories, accessing systems thru remote desktop or VPN.Minimum Qualifications: Undergraduate degree from accredited, 4-year institution preferred Experience: 3-10 years