Technical Support Specialist, Tax

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

📋 Description

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

• Diagnose issues within Filed and the tax software that firms currently utilize.

• Replicate problems to provide engineering with a precise understanding of the customer experience.

• Create clear and comprehensive Linear tickets that engineers can effectively act upon.

• Identify workarounds that enable firms to continue operations while solutions are being developed.

• Detect trends in customer feedback and escalate them before they escalate further.

• Assist numerous tax preparers during the busy tax season.

• Work collaboratively with engineering by reporting, reproducing, and testing software-related issues.

⛳️ Requirements

• Experience as a tax preparer with a solid understanding of what constitutes a correct return.

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

• Some background in QA or technical roles, which may include software testing, bug reproduction, or documenting issues for a technical team.

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

• Bonus points if you have created bug reports or have experience with Linear, Jira, or similar tools.

• Must reside in the United States, excluding New York.

• Ability to perform efficiently and clearly under pressure, demonstrate patience, write articulately, stay organized, and take initiative.

🏝️ Benefits

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

• Dental insurance.

• Vision insurance.

• 401(k) retirement plan.

• Paid maternity and paternity leave.

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

• Choice of the latest and greatest computers.

• Budget for home office setup.

• Company-wide offsites every four months.

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

• Performance reviews conducted every four months.