Tax Software QA & Support Analyst

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

📋 Description

• Replicate customer-reported issues step by step within Filed and the tax software utilized by firms.

• Create precise and comprehensive Linear tickets that detail exact steps, expected versus actual outcomes, along with screenshots and sample data.

• Respond promptly and clearly to customer inquiries in the support inbox.

• Diagnose technical problems and develop effective workarounds.

• Confirm fixes prior to informing customers of resolutions.

• Conduct regression testing following software releases.

• Recognize patterns across tickets and proactively identify issues before they escalate.

• Facilitate collaboration between customers and the engineering team.

⛳️ Requirements

• Practical QA or software testing experience, including reproducing bugs and documenting them for an engineering team.

• Experience in customer support within a ticketing system like Pylon, Zendesk, Intercom, or Freshdesk.

• Background in tax from a tax or accounting firm, tax software company, or through preparing tax returns.

• Knowledge of at least one major tax platform, such as CCH Axcess, UltraTax, Lacerte, ProConnect, Drake, or GoSystem.

• Familiarity with Linear or Jira, as well as browser developer tools or screen recording is advantageous.

• Methodical troubleshooting skills.

• Ability to write clearly.

• A keen interest in technical issues.

• Composure and patience in customer support, especially under deadline pressure.

• Commitment to taking ownership of problems until resolution.

🏝️ Benefits

• Equity options of $100,020, $66,680, or $33,340 based on the compensation package.

• Platinum-level medical insurance fully covered for you, with 100% coverage for your dependents.

• Dental insurance coverage.

• Vision insurance coverage.

• 401(k) retirement plan available.

• Paid maternity and paternity leave provided.

• A minimum of 30 days of paid vacation each year.

• Selection of the latest and most advanced computers.

• Budget allocated for home office setup.

• Company-wide offsite events held every four months.

• Performance evaluations conducted every four months.