Customer Service Technical Associate

The Customer Service Technical Associate provides support to our business and individual tax software clients and to our practice clients. This role provides resolution to moderate and complex inquiries by phone, online chat or email and answers are based upon information provided in product guides and support knowledge databases and other internal tools.

Essential Duties and responsibilities

Handle phone, e-mail, and chat support for moderate to complex system or content issues; identify, resolve, and escalate issues when necessary; record these interactions in our customer relationship database

Identify and document resolution to reoccurring inquiries

Cross-train on other products and systems

Participate in projects and as well as process improvement initiatives

Provide general reports to management as requested

Participate in product testing and review as required                 

Secure and keep confidential product and customer data

Other Duties

Performs other duties as assigned by supervisor.

Please note: As a Customer Service Technical Associate , you must be able to work a flexible schedule that may include evening and weekend hours during peak season.

Job Qualifications

Education and Experience:

Minimum:

Associates Degree a business-related field OR equivalent Customer Service work experience.

OR

1 years of experience or knowledge in one or more of the following areas: accounting and bookkeeping; financials and reporting; sales and customer relationship management

OR

2 years of experience in a customer-facing role with the ability to build collaborative relationships using positive language and a service-oriented attitude

Preferred:

Educational background in Business, Accounting or Finance

Experience working with CCH tax and accounting software

Tax preparation or accounting experience

Experience working in a help desk or customer support environment

Use of SalesForce.com

Other Knowledge, Skills, Abilities or Certifications:

Knowledge of tax, accounting and audit principles, practices and legislation/regulations

Computer and internet skills including Microsoft office 

Service orientation - high commitment to meeting needs of customers and colleagues

Strong communication skills both written and verbal

Ability to diffuse and provide effective resolution to customer complaints

Detail-oriented and able to handle multiple top priorities

Ability to function in a fast-paced, collaborative, matrixed team environment

Strong work ethic and passion for excellence

Ability to work flexible schedule and manage overtime as required to meet objectives

The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job.  They’re not intended to be an exhaustive list of all duties and responsibilities and requirements.