Website:
techvantage.ai
Job details:
We are looking for an experienced Canadian Tax Support Professional to provide live support to Canadian Tax Professionals on product, process, and tax-related queries. The ideal candidate should have strong customer support and direct client-handling experience, along with the ability to effectively manage and resolve escalations.
Key Responsibilities
- Provide live support to Canadian Tax Professionals on product, process, and tax-related queries.
- Handle customer queries and provide accurate, timely, and professional resolutions.
- Manage direct client interactions and ensure a high level of customer satisfaction.
- Handle and resolve escalated issues within defined timelines.
- Understand and follow established tax processes, policies, and support procedures.
- Collaborate with internal teams to resolve complex queries and issues.
- Maintain accurate records of customer interactions, issues, and resolutions.
- Identify recurring issues and provide feedback to improve processes and customer experience.
- Ensure compliance with quality standards and defined service levels.
Required Skills & Experience
- 2–4 years of experience in tax customer support or a similar client support role.
- Experience in direct client/customer handling.
- Proven experience in managing and resolving customer escalations.
- Good understanding of tax-related processes; exposure to Canadian tax will be an added advantage.
- Strong verbal and written communication skills.
- Excellent problem-solving and analytical skills.
- Ability to work independently and handle queries in a fast-paced environment.
- Strong customer service and stakeholder management skills.
Work Schedule
- Off-season (May–November): Full night shift, Monday–Friday.
- Busy Season (December–April): Full night shift, 6 days per week with a rotational weekly off.
Click on Apply to know more.
