Customer Support Analyst (Entry-level)

Please note: While this is a remote-first position, we are only considering candidates who have the right to work and are currently residing in Turkiye.

Build your future with Sovos.

If 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.

At 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. Our teams operate on the modern edge of digital technology, working not only to solve complex business challenges but also to enrich our personal, professional, and local communities.

Our purpose-built systems provide the tools you need to thrive in a world where governments demand increased visibility, faster reporting and greater control over business processes. Excited about the possibilities? So are we!

Don't worry if you don't check all the boxes -- apply anyway! We're focused on hiring the right people, not just the "right" resume. It's not about what you've done elsewhere; it's all about what you're capable of doing here.

The Work You'll Do:

The Customer Support Analyst provides technical support on regular production issues, processes and procedures; resolve product and service concerns and/or opportunities by utilizing product knowledge and organization acumen. Support clients on multiple products and/or functions (confined to Sales, Use & VAT). Develop relationships internally and externally that foster collaboration; maintain a knowledge level of support areas conducive for effective analysis of solutions 

More specifically, you will:

• Provide technical support to internal and external users regarding the resolution of production issues, processes, and procedures; respond promptly and professionally to customer inquiries and support requests.
• Analyze the impact and scope of reported issues to determine appropriate Level 1 resolution and next steps.
• Support customers through designated channels, including customer tickets submitted via the client portal and phone support, as applicable.
• Assist with technical issues across supported multi-product environments, including performance, security, and other production-related concerns.
• Effectively troubleshoot and replicate issues, leveraging existing workarounds where available to ensure timely and effective client service.
• Document and communicate issue analysis, troubleshooting steps, workarounds, and resolutions clearly to internal and external stakeholders.
• Identify user needs and requirements related to existing and proposed system issues and enhancements; thoroughly document user requirements through the client portal.
• Maintain accurate and appropriate records of issue resolution within the CRM system, including Salesforce where applicable.
• Utilize the Knowledge Management database and other available resources to identify and apply appropriate solutions.
• Ensure case notes provide a comprehensive and professional record of the reported issue, analysis, actions taken, and resolution.
• Keep customer communication and notification lists up to date and issue customer communications and announcements when required.
• Prepare monthly customer reconciliations and ensure they are completed accurately and on time.
• Participate in customer meetings when required, providing appropriate technical and operational support.
• Participate in on-call support activities as required.
• Stay current with emerging technologies, product developments, and industry trends to provide effective technical support for product rollouts and existing offerings.
• Maintain proficiency in relevant operating systems, operational processes, product functionality, and daily support operations.
• Perform other related duties and responsibilities as assigned.

What We Need From You

• 1-3 years of experience identifying, troubleshooting, resolving, and implementing system modifications and enhancements.
• Fluency in Turkish and English (verbal and written) is required.
• Equivalent technical training and experience in client/customer relations.
• Tax technology experience is a plus.
• Basic working knowledge of business operations and operational processes.
• Experience working with CRM, case management, or customer support systems is preferred.
• Experience working with Salesforce is a plus.
• Ability to work effectively in a customer-facing technical support environment.

What Does Sovos Offer You?

The tools to enhance your life - because we want you to enjoy your life outside of work and inside!

• An opportunity to work with a global team
• Bi-Weekly Meeting Free Days!
• Mentoring Programs
• Globally recognised Training and Development programs
• Benefits

Sovos 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. We do not discriminate against race, color, religions, national origin, age, sex, marital status, physical or mental disability, veteran status, gender identity, sexual orientation, or any other characteristic provided by law. At Sovos, all employees are encouraged to bring their whole selves to work.

Company Background

Sovos is a global provider of tax, compliance and trust solutions and services that enable businesses to navigate an increasingly regulated world with true confidence. Purpose-built for always-on compliance capabilities, our scalable IT-driven solutions meet the demands of an evolving and complex global regulatory landscape. Sovos' cloud-based software platform provides an unparalleled level of integration with business applications and government compliance processes.

More than 100,000 customers in 100+ countries -- including half the Fortune 500 -- trust Sovos for their compliance needs. 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. For more information visit http://www.sovos.com and follow us on LinkedIn and Twitter.

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