Support Agent

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

📋 Description

• Deliver telephone and email assistance for the company’s tax software solutions.

• Implement company policies and procedures to address customer inquiries.

• Record customer requests and reported issues in the system.

• Engage in software quality-control testing.

• Recognize and document recurring customer concerns.

• Utilize active listening techniques to de-escalate potentially challenging customer interactions.

• Operate entirely from a home office.

⛳️ Requirements

• At least 1 year of relevant experience in customer service.

• Bachelor’s degree or equivalent professional experience.

• Bilingual proficiency in French and English is a plus.

• Willingness to work overtime as needed.

• Ability to work weekends during the tax season.

• Strong skills in organization and priority management.

• Capability to perform well under pressure.

• Exceptional verbal and written communication abilities.

• Strong problem-solving skills and capacity to devise innovative solutions.

• Openness to learning new products and services as required.

• A university degree in taxation or a related discipline is advantageous.

• Completion of the H&R Block tax course is beneficial.

• Good understanding of the accounting cycle or experience in an accounting environment is a plus.

• Interest in taxation is favorable.

• Knowledge of corporate income tax (T2/CO-17) and/or trust tax (T3/TP-646) is beneficial.

🏝️ Benefits

• Flexible work options, including the ability to work from anywhere for up to 8 weeks each year.

• Flexible vacation policy.

• Two company-wide Mental Health Days off.

• Access to the Headspace app.

• Retirement savings plan.

• Tuition reimbursement.

• Employee incentive programs.

• Resources that promote mental, physical, and financial wellbeing.

• Two paid volunteer days off annually.

• Opportunities to engage in pro bono consulting projects and ESG initiatives.

• Career development, continuous learning, and skills enhancement programs.

• Fully remote work arrangement.