Tax Software Support Specialist

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

📋 Description

• Respond to customer inquiries promptly and clearly via the support inbox and phone calls.

• Diagnose issues within Filed and the tax software already utilized by firms.

• Replicate problems for the engineering team to understand exactly what the customer experienced.

• Create thorough and precise Linear tickets for the engineers.

• Identify workarounds that enable firms to continue operations while fixes are in development.

• Recognize trends in customer feedback and alert the team before they escalate.

• Assist numerous tax preparers during the high-demand January-April tax season.

• Work collaboratively with engineering through issue replication, ticket documentation, and testing of fixes.

⛳️ Requirements

• Prior experience as a tax preparer with knowledge of what constitutes a correct return.

• Familiarity with ticketing systems such as Pylon, Zendesk, Intercom, or Freshdesk.

• Some background in QA or technical roles, including software testing, bug reproduction, or issue documentation for a technical team.

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

• Experience in providing quick responses without compromising quality.

• Bonus: experience in writing bug reports or utilizing tools like Linear, Jira, or similar software.

• Ability to remain calm under pressure and exhibit patience with stressed customers.

• Strong writing skills.

• A curious mindset regarding the origins of issues.

• Organized enough to manage multiple ongoing conversations.

• Demonstrates ownership and sees problems through to resolution.

• Candidates must reside in the United States, excluding New York.

• Preference for candidates in Pacific or Mountain time zones.

🏝️ Benefits

• Comprehensive platinum-level medical insurance, fully covered for you and 100% coverage for your dependents.

• Dental insurance.

• Vision insurance.

• 401(k) retirement savings plan.

• Paid maternity and paternity leave.

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

• Access to the latest and most advanced computers.

• Budget allocated for home office setup.

• Company-wide offsite meetings every four months.

• Equity offers ranging from $33,340 to $100,020.

• Performance evaluations conducted every four months.