Customer service specialist | up to 28k offer
Quess Taguig Temporary
US Tax Customer Service Specialist (Technical Support)
Role Overview
The US Tax Customer Service Specialist (CSS) is responsible for providing customer
support to clients. The role focuses on delivering high-quality service through voice and non-voice channels, resolving customer inquiries, and ensuring overall customersatisfaction.
Key Responsibilities- Provide customer support via phone, email, and chat for US tax software and related services
- Address customer inquiries related to:
- Billing and invoicing
- Account setup and management
- Product usage, navigation, and basic troubleshooting
- Assist customers in using US tax and accounting platforms such as ONESOURCE, UltraTax, or similar tools
- Investigate and resolve issues using internal systems and troubleshooting tools
- Accurately document all customer interactions and cases
- Collaborate with internal teams (Technical Support, Billing, Product, etc.) to resolve complex concerns
- Meet quality standards, productivity targets, and SLA requirements
- Deliver consistent, high-quality customer experience aligned with company standards
- Bachelor’s degree in any field
- At least 2 years of BPO or customer service experience (voice or blended)
- Strong English communication skills, both written and verbal
- Experience in a contact center or customer-facing role
- Ability to multitask and thrive in a fast-paced environment
- Willingness to work night shifts (US hours)
- Basic knowledge of tax, accounting, or financial concepts is an advantage
- Strong analytical and problem-solving skills
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