Job description
Basic Function
The content support representative II provides support to our business and individual tax software clients and to our practice clients. This role provides resolution to moderate and complex inquiries by phone, online chat or email and answers are based upon information provided in product guides and support knowledge databases and other internal tools.
Essential Duties and responsibilities
- Handle phone, e-mail, and chat support for moderate to complex system or content issues; identify, resolve, and escalate issues when necessary; record these interactions in our customer relationship database
- Identify and document resolution to reoccurring inquiries
- Cross-train on other products and systems
- Participate in projects and as well as process improvement initiatives
- Provide general reports to management as requested
- Participate in product testing and review as required
- Secure and keep confidential product and customer data
Other Duties
Other duties as assigned.
Please note: this is a HYBRID role. The ideal candidate must be able to work in the office 2 days per week and from home 3 days per week.
As a Senior Customer Service Technical Associate, you must be able to work a flexible schedule that may include some evening and Saturday hours during peak season (Jan-April).
Job Qualifications
Minimum Qualifications:
- Associates Degree/2 years of college education in a business-related field
OR
- 1 years of experience or knowledge in one or more of the following areas: accounting and bookkeeping; financials and reporting; sales and customer relationship management
Preferred:
- Educational background in Business, Accounting or Finance
- Experience working with CCH tax and accounting software
- Tax preparation or accounting experience
- Experience working in a help desk or customer support environment
- Use of SalesForce.com
Other Knowledge, Skills, Abilities or Certifications:
- Knowledge of tax, accounting and audit principles, practices and legislation/regulations
- Computer and internet skills including Microsoft office
- Service orientation - high commitment to meeting needs of customers and colleagues
- Strong communication skills both written and verbal
- Ability to diffuse and provide effective resolution to customer complaints
- Detail-oriented and able to handle multiple top priorities
- Ability to function in a fast-paced, collaborative, matrixed team environment
- Strong work ethic and passion for excellence
- Ability to work flexible schedule and manage overtime as required to meet objectives
Travel requirements
Less than 5% of domestic travel
Physical Demands
Normal office environment
The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They are not intended to be an exhaustive list of all duties and responsibilities and requirements.
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