At a Glance
- Tasks: Provide advanced technical support for EY's tax technology platforms and resolve complex client issues.
- Company: Join EY, a global leader in tax technology with a diverse and inclusive culture.
- Benefits: Flexible work environment, world-class experiences, and future-focused skills development.
- Other info: Collaborative culture with excellent career growth opportunities and a focus on continuous learning.
- Why this job: Make a real impact by solving complex challenges in a rapidly growing tech environment.
- Qualifications: Experience in SaaS support, strong problem-solving skills, and a passion for technology.
The predicted salary is between 45000 - 60000 £ per year.
At EY, we’re all in to shape your future with confidence.
We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.
Join EY and help to build a better working world.
About the Role
As EY continues to expand its portfolio of tax technology and Software-as-a-Service (Saa S) solutions, we are growing our Saa S Centre of Excellence (Co E) to support these products throughout their lifecycle.
The Co E supports a range of global tax technology solutions and is expected to continue growing rapidly.
As a Global Saa S Support Assistant Manager, you will play a key role in delivering exceptional support for EY's tax technology platforms.
This role is ideal for individuals with a background in tax and a passion for technology, enabling them to solve complex client challenges, collaborate with product and tax specialists, and help drive the success and evolution of EY's digital tax solutions.
Your key responsibilities
In joining the Saa S Co E Support Team as a Global Saa S Support Specialist, you will play a pivotal role in ensuring the smooth and efficient assistance to our Saa S solutions’ clients.
You will provide advanced technical support, troubleshoot complex issues, and work closely with Product and Content teams to resolve user queries.
This role requires a deep understanding of both technical systems and customer-facing communication, with a focus on delivering excellent customer service while solving high-impact issues.
Your responsibilities will include
- Technical Support
- Provide advanced troubleshooting and resolution of escalated technical issues related to our Saa S solutions.
- Work on complex, multi-faceted problems, often involving intricate issues within tax and/or law.
- Use a variety of tools and logs to investigate and resolve issues quickly, ensuring a fast resolution to the user.
- Customer Engagement
- Act as a point of escalation for Tier 2 support staff, handling critical customer issues that require advanced technical expertise.
- Maintain high customer satisfaction by ensuring timely and effective resolutions, clear communication, and providing proactive updates.
- Develop and maintain strong relationships with clients, becoming a trusted advisor for our Saa S users.
- Collaboration with Stakeholders
- Collaborate with Product, Content, Technical and other teams to investigate and resolve clients’ queries.
- Identify common customer pain points and work with product teams to suggest improvements or new features that address these issues.
- Act as a bridge between support and engineering teams, ensuring that customer feedback and bug reports are communicated clearly and acted upon.
- Knowledge Sharing
- Foster a collaborative culture which focus on knowledge share and mutual help and guidance.
- Document solutions, workarounds, and best practices in internal knowledge bases to help improve team efficiency.
- Continuously improve and optimize support workflows and processes to enhance team performance.
- Incident Management
- Take the lead during critical incidents and outages, managing communication with internal stakeholders and driving resolution.
- Participate in post-incident reviews to identify root causes and implement preventive measures to avoid recurrence.
- Tax Technology Expertise
- Develop a strong understanding of EY's tax technology products and the tax processes they support.
- Work closely with tax professionals, content teams, and product teams to investigate and resolve functional and technical issues.
- Translate tax and business requirements into clear, actionable feedback for technical teams.
- Support clients in navigating tax-related functionality and best practices within EY's Saa S platforms.
To qualify for the role, you must have
- Strong experience supporting Saa S platforms and cloud-based technologies, with the ability to troubleshoot complex technical issues across systems, applications, and networks.
- Excellent problem-solving and analytical skills, with a customer-focused approach and the ability to communicate technical concepts clearly to non-technical users.
- Experience in tax, tax technology, tax operations, or a professional services environment, with an understanding of tax processes and technology-enabled solutions.
- A genuine interest in technology, innovation, digital transformation, automation, and Saa S solutions, with a passion for continuous learning.
- Strong communication and stakeholder management skills, with the ability to collaborate effectively across business, tax, and technical teams.
- Proven ability to work in a fast-paced environment, manage competing priorities, drive improvements, and influence outcomes across multiple applications and stakeholders.
Ideally, you’ll also have
- 4+ years' experience in Saa S, cloud-based, or technical support environments, ideally within a large global organization.
- Strong technical aptitude, including exposure to databases (SQL/No SQL), APIs, integrations, web technologies, and cloud platforms such as AWS or Azure.
- Knowledge of tax technology solutions, tax compliance software, ERP systems, or digital tax transformation initiatives.
- Interest in emerging technologies, including AI, automation, and data analytics, and how they support modern tax functions.
- Ability to collaborate across stakeholders, acting as a liaison between business teams, tax professionals, and technical teams.
- Experience with service management and operational excellence, including ticketing systems, incident management frameworks (e. g., ITIL), Saa S security best practices, and people leadership or coaching experience.
What we offer you
At EY, we’ll develop you with future-focused skills and equip you with world-class experiences.
We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams.
Learn more.
Are you ready to shape your future with confidence? Apply today.
To help create an equitable and inclusive experience during the recruitment process, please inform us as soon as possible about any disability-related adjustments or accommodations you may need.
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SaaS Support Assistant Manager employer: EY UK
EY UK is an exceptional employer, offering a dynamic work culture in Birmingham that fosters professional growth and development. As a Senior HR Help Desk Advisor, you'll benefit from comprehensive training, a supportive team environment, and clear pathways for career advancement into Employee Relations, all while contributing to a company renowned for its commitment to employee well-being and inclusivity.
StudySmarter Expert Advice🤫
We think this is how you could land SaaS Support Assistant Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at EY UK. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like EY UK before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace SaaS Support Assistant Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to EY UK:Your cover letter is your chance to shine! Tell us why you want to work at EY UK specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at EY UK!
How to prepare for a job interview at EY UK
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
