At a Glance
- Tasks: Provide top-notch support for EY's innovative tax technology platforms and solve complex client challenges.
- Company: Join EY, a global leader in tax technology with a collaborative and inclusive culture.
- Benefits: Gain future-focused skills, flexible work options, and a supportive environment for personal growth.
- Other info: Dynamic role with opportunities to collaborate across teams and drive innovation.
- Why this job: Be at the forefront of digital transformation in tax technology and make a real impact.
- Qualifications: Experience in SaaS support, strong problem-solving skills, and a passion for technology.
The predicted salary is between 45000 - 55000 £ per year.
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.
Key Responsibilities
- 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 that focuses 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.
Qualifications
- 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.
- Preferred Qualifications
- 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.
Benefits
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, fostering an inclusive culture of globally connected teams.
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.
#J-18808-Ljbffr
SaaS Support Assistant Manager in London employer: WeAreTechWomen
At Accenture, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. Our London office provides unparalleled opportunities for professional growth, with access to cutting-edge AI technologies and the chance to work alongside industry leaders. We are committed to your development, ensuring you have the resources and support needed to thrive in your role as a Senior Manager/Associate Director in AI architecture.
StudySmarter Expert Advice🤫
We think this is how you could land SaaS Support Assistant Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at WeAreTechWomen. 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 WeAreTechWomen 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 in London
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 WeAreTechWomen:Your cover letter is your chance to shine! Tell us why you want to work at WeAreTechWomen 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 WeAreTechWomen!
How to prepare for a job interview at WeAreTechWomen
✨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.
