Customer Service Technical Associate

Content Support Representative II

The Content Support Representative II provides support to our business and individual tax software clients and to our practice clients. This role provides resolution to moderate and complex inquiries by phone, online chat or email and answers are based upon information provided in product guides and support knowledge databases and other internal tools.

Essential Duties and Responsibilities

• Handle phone, e-mail, and chat support for moderate to complex system or content issues; identify, resolve, and escalate issues when necessary; record these interactions in our customer relationship database
• Identify and document resolution to reoccurring inquiries
• Cross-train on other products and systems
• Participate in projects and as well as process improvement initiatives
• Provide general reports to management as requested
• Participate in product testing and review as required
• Secure and keep confidential product and customer data

Performs other duties as assigned by supervisor.

Please note: As a Content Support Representative, you must be able to work a flexible schedule that includes normally scheduled evening hours and Saturday hours.

Job Qualifications

Education and Experience:

• Minimum: Associates Degree in a business-related field OR equivalent Customer Service work experience.
• OR 1 years of experience or knowledge in one or more of the following areas: accounting and bookkeeping; financials and reporting; sales and customer relationship management
• OR 2 years of experience in a customer-facing role with the ability to build collaborative relationships using positive language and a service-oriented attitude

Preferred: Educational background in Business, Accounting or Finance • Experience working with CCH tax and accounting software • Tax preparation or accounting experience • Experience working in a help desk or customer support environment • Use of SalesForce.com

Other Knowledge, Skills, Abilities or Certifications:

• Knowledge of tax, accounting and audit principles, practices and legislation/regulations
• Computer and internet skills including Microsoft office
• Service orientation - high commitment to meeting needs of customers and colleagues
• Strong communication skills both written and verbal
• Ability to diffuse and provide effective resolution to customer complaints
• Detail-oriented and able to handle multiple top priorities
• Ability to function in a fast-paced, collaborative, matrixed team environment
• Strong work ethic and passion for excellence
• Ability to work flexible schedule and manage overtime as required to meet objectives