Client Support Analyst

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Manage comprehensive client case operations, encompassing tracking, prioritization, status updates, and documentation across various systems.

• Assist with year-end tax form processing by verifying, formatting, ensuring quality, and delivering tax files for the US, Puerto Rico, Virgin Islands, and Canada.

• Detect and rectify file formatting discrepancies.

• Act as the main point of contact for clients through status meetings, calls, presentations, updates, and client-facing summaries.

• Utilize Salesforce, Smartsheet, Excel, proprietary platforms, and shared team trackers to oversee deliverables and case activities.

• Independently resolve production, data, and processing challenges.

• Collaborate with internal teams and partners to ensure precise year-end processing.

• Manage high-demand periods from October to February, including extended hours and occasional evenings and weekends.

⛳️ Requirements

• A minimum of 5 years experience in Client Services.

• Proficient in Customer Success metrics.

• Experience engaging directly with enterprise-level clients or partners in regulated sectors.

• Familiarity with US and Canadian payroll tax forms, including W-2, 1099, PR, T4, and RL-1.

• Background in tax year-end processing, data-intensive client services, client billing, and contract review.

• Experience in leading client training sessions and presentations.

• Advanced proficiency in Excel, including the management of complex spreadsheets.

• Knowledge of Salesforce and Smartsheet.

🏝️ Benefits

• Competitive compensation package with a bonus structure.

• Comprehensive medical, dental, and vision insurance.

• 401K matching plan.

• Fully remote working environment.

• Flexible paid time off, including volunteer time off, vacation, sick leave, and 12 paid holidays.