Tax Support Specialist

Há 5 dias

Curitiba, Paraná, Brasil beBeeTechnical Tempo inteiro US$55.000 - US$85.000
Job Overview

The role of Tax Support Specialist involves providing expert technical assistance to resolve client queries and meet process SLAs.

Support the tax processing function by ensuring transactions are managed according to quality standards. Respond to client inquiries via phone and/or email in a courteous manner.

Document all relevant client information, including name, department, contact details, and nature of problem or issue. Update personal availability in the RAVE system to optimize productivity.

Record, track, and document all client queries received, troubleshooting steps taken, and total successful and unsuccessful resolutions.

Adhere to standard processes and procedures to resolve all client queries within defined SLAs.

Access and maintain internal knowledge bases, resources, and frequently asked questions to facilitate effective problem resolution for clients.

Identify and acquire necessary product information to enhance client interaction and troubleshooting capabilities.

Document and analyze call logs to identify recurring trends and prevent future issues. Maintain and update self-help documents for customers to expedite resolution times.

Recognize red flags and escalate critical client issues to Team Leader when timely resolution is not possible. Ensure clients receive comprehensive product information before and after interactions.

Avoid potential legal disputes by adhering to service agreements.

Key Responsibilities
  • Deliver exceptional customer service through effective diagnosis and troubleshooting of client queries.
  • Provide accurate product support and resolution to clients by performing thorough question diagnosis while guiding users through step-by-step solutions.
  • Assist clients in navigating product menus and provide a better understanding of product features.
  • Troubleshoot client queries in a user-friendly, courteous, and professional manner.
  • Maintain detailed records of all client queries as per established procedures and guidelines.
  • Accurately process and record all incoming calls and emails using designated tracking software.
  • Offer alternative solutions to clients (where applicable) with the goal of retaining business.
  • Organize ideas and communicate effectively through oral messages tailored to listeners and situations.
  • Follow up and conduct scheduled callbacks to clients to gather feedback and ensure compliance with contract/SLAs.

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