Job Description

Product Support JDThe Tax Application Analyst provides support to our Asia pacific Clients. This role provides resolution to moderate and complex inquiries by phone, online chat, email, and answers are based upon information provided in product guides and support knowledge databases.Essential Duties and Responsibilities for CSR:

• Provide advanced phone, e-mail, and chat support across all tax products up to and including the most complex product or content issues; identify, resolve, and manage customer escalations with little to no assistance from leadership; document these interactions in our customer relationship database.
• Maintains, expands and shares knowledge of Corporate Professional and Support Services, with working knowledge in CCH Software products, and solutions.
• Identify and document resolution to re-occurring inquiries.
• Mentor existing staff and monitor open tickets of assigned Product Support Representatives (PSRs) to assure timely and effective resolution.
• Identify, resolve, and escalate issues when necessary; record these interactions in our customer relationship database.
• Interact with customers utilizing strong written and verbal skills as well as deep customer empathy.
• Secure and keep confidential product and customer data.
• Participate in product testing and review as required
• Participate in projects and as well as process improvement initiatives
• Cross-train on other CCH products and systems
• Follow all protocols to keep product and customer data secure and confidential.

Tax Knowledge Skills:

• Must have good knowledge tax preparation or accounting processes, with the ability to find answers when needed.
• Demonstrate a very high level of proficiency in tax technical knowledge relevant to U.S. individual as well as complex high new worth technical issues impacting individuals.
• Apply defined practices, procedures and company policies to troubleshoot and resolve product and tax support customer inquiries.
• This is a customer facing position providing Tax Support. In this role, you will help customers who are working on their tax return with tax/technical questions, calculations regarding tax software related queries.
• Advanced desktop and mobile computing skills, working knowledge of internet browsing and searching
• Intermediate Microsoft Office skills

Desired Skills:

• Experience with CCH Axcess Tax & ProSystem fx Tax software highly beneficial.

Please note: As a Tax Application Analyst, you must be able to work in general shifts as needed. You must also be able to work extra hours that may include weekends as needed to meet objectives during peak season. As a Tax Analyst its mandate to login and logout on the designated time that supervisor provides.Minimum and Preferred Qualifications

• Bachelor's Degree, 3+ years of work experience as a tax, accounting product /customer support representative at software company.
• Bachelors degree in Business, Accounting or Finance.
• Experience working with CCH tax and accounting software.
• Tax preparation or public accounting experience.
• Establishing and managing business relationships with third-party providers, internal resources and customers.

Wolters Kluwer