Level 2 Tax & Accounting Support Specialist

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

📋 Description

• Deliver expert Level 2 support for intricate US accounting, tax, bookkeeping, and payroll queries.

• Investigate and resolve escalated and assigned accounting and tax support tickets.

• Review and address bookkeeping discrepancies, reconciliations, and accounting transactions.

• Assist clients with tax-related questions, tax notices, filing status inquiries, and tax return-related concerns within the authorized scope.

• Provide support for payroll inquiries, setup, processing challenges, and troubleshooting.

• Convey technical findings via Zendesk, email-style ticket responses, and scheduled phone support.

• Conduct independent investigations into issues, identify root causes, and collaborate with internal specialists when necessary.

• Document solutions and maintain accurate customer records.

• Recognize recurring issues and opportunities to enhance workflows and knowledge resources.

• Adapt to new internal systems as the client transitions from Zendesk.

• Acquire knowledge and work efficiently with proprietary platforms and AI-assisted workflows.

• Ensure advice, tax reviews, and regulated activities remain within personal qualifications and the client's approved responsibilities.

⛳️ Requirements

• Proven professional accounting experience, preferably with familiarity in US accounting and taxation.

• Comprehensive working knowledge of bookkeeping, tax return review, account reconciliations, payroll, and financial reporting.

• Previous experience managing complex tax and accounting inquiries, tax notices, and customer-facing financial support.

• Exceptional written and verbal communication skills in English.

• Strong analytical, troubleshooting, documentation, and independent problem-solving abilities.

• Capability to explain complex accounting and tax topics to non-technical clients.

• Comfortable in a fast-paced, technology-driven environment with evolving workflows.

• Ability to learn new systems, including proprietary platforms and AI-assisted workflows.

• Willingness to work shifts that overlap with US business hours, within the 8:00 AM–8:00 PM Eastern Time coverage window.

• Experience with QuickBooks or similar accounting software.

• Proficient in Microsoft Excel / Google Sheets.

• Familiarity with Slack or comparable collaboration tools.

• Knowledge of tax preparation and payroll software is advantageous.

• CPA is strongly preferred.

• Enrolled Agent (EA) certification is highly desirable.

• Experience with a Big Four accounting firm, established accounting practice, or a similar professional accounting environment is preferred.

• QuickBooks certification or experience is preferred.

• International CPA credentials may be considered if supported by relevant US accounting and tax knowledge.

🏝️ Benefits

• Flexible remote work arrangement.

• Staggered schedules ensuring coverage during US business hours.

• Training provided for Zendesk.

• Opportunity to engage with proprietary platforms and AI-assisted workflows.