Job Description
We are looking for a highly skilled and experienced Technical Support Professional to join our team, specializing in customer Support, account management and the tax domain. The ideal candidate should have 3-4 years of experience in customer or technical support, with a strong background in handling customer accounts, excellent communication skills, and a deep understanding of tax-related issues. You will play a key role in providing exceptional support to our clients, managing their accounts effectively, and ensuring a seamless customer experience.
Key Responsibilities:
- Customer Support: Provide comprehensive support to clients via phone, email, and chat, addressing inquiries related to tax services and customer accounts.
- Account Management: Manage and maintain customer accounts, ensuring accuracy and timely updates to account information.
- Tax Expertise: Offer detailed information and guidance on tax-related matters, including tax filings, laws, and compliance.
- Issue Resolution: Identify, troubleshoot, and resolve customer issues with a focus on delivering high-quality service and customer satisfaction.
- Documentation: Accurately document all customer interactions, issues, and resolutions using Salesforce.
- Escalation Handling: Handle escalated cases with efficiency and escalate complex issues to the appropriate department when necessary.
- Knowledge Sharing: Keep abreast of the latest tax regulations and share insights with the team and clients.
- Shift Timing: Rotational shifts (Day/ Night).
Required Skills and Qualifications:
- Experience: 4-8 years of experience in customer or technical support, with a strong focus on customer account management and Sales.
- Tax Knowledge: In-depth understanding of tax regulations, filing processes, and compliance requirements.
- Communication: Excellent verbal and written communication skills, with the ability to explain complex tax concepts clearly.
- Technical Skills: Proficient in using CRM software and other relevant support tools.
- Problem-Solving: Strong analytical and problem-solving abilities, with a customer-first approach to issue resolution.
- Account Management: Experience in handling customer accounts, including updating and managing account information.
- Attention to Detail: High level of accuracy and detail-oriented in managing customer accounts and resolving issues.
- Team Player: Ability to collaborate effectively with team members and other departments.
Preferred Qualifications:
- Education: Bachelors degree in engineering, Finance, Accounting, Business Administration, or a related field.
- Certifications: Relevant certifications in customer service, account management, or the tax domain are a plus.
