You will provide product support for our tax software clients via phone, email, or chat. You will maintain a high-level thoroughness in communications to clients, while balancing speed and attention to all pending requests. You will coordinate with colleagues in sales & service, product, and customer experience teams, to facilitate troubleshooting, and to document feedback.
What you will do:
- Answer and evaluate front line and second line telephone, voice mail, and email requests for assistance from end users with questions regarding Tax Planning within our software or using a Bloomberg Tax Technology software product.
- Conduct problem recognition for complex technical customer issues. Handle and gather customer feedback for further research, isolation and routine follow-up.
- Provide verbal and/or written responses to technical, tax planning, tax, law, accounting and/or product functionality questions.
- Escalate more complex issues to senior staff, SMEs, or management.
- Refer billing, fulfillment and licensing issues to Customer Relations, Sales and other teams as needed.
- Log and track customer issues using a CRM, and maintain historical records and relevant problem solving documentation.
- Duplicate and document software bugs while seeking to discover and deliver suitable workarounds.
- Provide product demonstrations to prospects or train end-users on product usage.
- Assist with occasionally provide off-hours coverage, as needed.
- Participate in company meetings, special projects and performs other duties as assigned
You need to have:
- Bachelor's degree with coursework in tax, business or related subjects, or equivalent experience.
- 2 years of product-relevant work experience involving contact with clients in a professional environment.
- CPA certificate, JD or LLM highly preferred
- Strong knowledge of formal principles, practices, and techniques in tax and accounting.
- Experience with income tax planning principles and software preferred.
- Ability to perform research that involves basic interpretation and analysis.
Special Requirements:
- Successfully passing domain and general computer knowledge exams for this position.
Compensation Range:$70,000.00-$97,000.00
Placement in the salary range will be decided upon completion of the interview process. Salary determination will be determined based on factors including but not limited to relevant experience, demonstrated skills related to the requirements of the role, education, certifications, and geographic location.
