Job Description
What Will You Do:
Provide exceptional customer service while responding to, e-mail requests for help about our products and services
Methodically identify, research, document, and find solutions for customer issues Provide Tier 1, the first point of contact, and basic troubleshooting for customer issues
Document all customer requests and product feedback
Report on ticket trends or FAQ’s in the inbox
What We'll Like About You
Someone with prior experience or interest in eCommerce or SaaS support
Highly-skilled in written and verbal communications with both our team and our customers
Curious--you enjoy asking questions to dig past the surface of a question
Comfortable working with technology and providing technical support
Skilled at explaining complex topics without the help of templates
Have experience supporting multiple software products with varying feature sets
Extremely patient-- sales tax can be painful and our goal is to ease that pain
Comfortable handling a high volume of email support tickets
Interested in understanding the ins-and-outs of sales tax (It’s a big topic!)
Attentive to details
Details And How To Apply
This is Sales Tax-heavy customer support.
This is a Sales Tax platform, and most customers that will be sending emails are in regard to tax processes and calculations.
The client is looking for someone that is both customer-centric and technical when it comes to details.
This is an email support role, so writing and comprehension are a Must!
We are looking for someone that can transcend their proactive customer-centric support through their writing ( We want someone that can create a narrative through email to make it more personable for the customer).
Thank you and Good luck!!
Minimum Qualifications
You Have…
1 or more year’s worth of experience in a customer service or helpdesk role supporting software technology
Excellent Customer Service skills and a demonstrated success exceeding customer expectations
Familiarity with analysis and debugging skills (a plus!)
Strong verbal and written communication and customer handling skill
A background in handling financial or fintech-based accounts
Working knowledge or interest in learning sales tax principles
An ability to understand and communicate complex ideas to customers, both verbally and in written form
An aptitude to quickly learn and navigate new technology, systems, and applications
The ability to accept feedback gracefully and with an open mind
An intermediate understanding of common Customer Experience best practices
The ability to adapt/respond to different types of characters
Perks and Benefits
Work from Home
Medical / Health Insurance
Paid Sick Leave
Paid Bereavement/Family Leave
Paid Vacation Leave
Maternity & Paternity Leave
Required Skills
Thomson Reuters GoSystem Tax RS
CCH ProSystem fx Tax
ACCUCert Tax Credit Software
ATX Total Tax Office
Orrtax Software IntelliTax
EmpowerTax
Taxation
