Customer Service Technical Associate (Tax Content)

TL;DR

Customer Service Technical Associate (Tax Content): Providing technical and content support for business and individual tax software clients with an accent on resolving moderate to complex inquiries via phone, chat, and email. Focus on documenting recurring issues, collaborating on process improvements, and ensuring high-quality client resolutions.

Location: Onsite in Coppell, TX

Salary: $30,800.00 - $56,525.00 USD

Company

Global provider of professional information, software solutions, and services for clinicians, accountants, and legal professionals.

What you will do

• Handle moderate to complex technical and content inquiries via phone, email, and chat.
• Identify, resolve, and escalate system issues while recording interactions in the CRM database.
• Document resolutions for recurring inquiries to improve the internal knowledge base.
• Collaborate on projects and process improvement initiatives.
• Participate in product testing and review as required.
• Maintain strict confidentiality of customer and product data.

Requirements

• Location: Must be based in or able to work from Coppell, TX.
• Associate's degree in a business-related field or equivalent customer service experience.
• 1-2 years of experience in accounting, bookkeeping, financials, or a customer-facing role.
• Strong written and verbal communication skills.
• Ability to work a flexible schedule, including evenings and weekends during peak season.

Nice to have

• Educational background in Business, Accounting, or Finance.
• Experience working with CCH tax and accounting software.
• Previous help desk or customer support environment experience.
• Proficiency with Salesforce.com.

Culture & Benefits

• Comprehensive medical, dental, and vision plans.
• Financial security through 401(k), FSA, and HSA options.
• Work-life balance with vacation and sick time.
• Paid parental leave and tuition assistance programs.
• Commuter benefits for office travel.

Hiring process

• Interviews conducted without AI tools or virtual backgrounds to ensure authenticity.
• Potential onsite interviews at the hirify.global office.