Job Description
Are you looking to jumpstart your career in the financial services sector? Quess is currently hiring a motivated Customer Support Specialist to join our elite team supporting US-based tax software platforms. In this role, you will act as a vital point of contact for users navigating complex tax software requirements, providing high-quality support via voice, email, and chat channels.
We are looking for professionals who are tech-savvy, detail-oriented, and capable of delivering excellent service in a fast-paced environment. This is a unique opportunity to gain exposure to international tax compliance workflows while working with one of the most reputable service providers in the Philippines. We offer a competitive salary package, comprehensive benefits, and a culture that fosters professional growth and virtual hiring flexibility.
Responsibilities
- Provide accurate, empathetic, and timely assistance to customers via phone, email, and chat regarding US tax software.
- Troubleshoot technical issues related to account access, software navigation, and basic tax filing procedures.
- Maintain a deep understanding of software updates, tax regulations, and internal resolution protocols.
- Document customer interactions clearly in the CRM system to ensure accurate case tracking.
- Escalate complex technical or compliance-related issues to senior support tiers or the engineering team.
- Collaborate with global teams to ensure service level agreements (SLAs) are consistently met.
- Participate in continuous training sessions to keep pace with evolving tax software features.
Qualifications
- Bachelor’s degree in Accounting, Finance, Business Administration, or a related field.
- Minimum of 1 year of experience in BPO, customer support, or a technical helpdesk environment.
- Excellent verbal and written communication skills in English, specifically with US-based customers.
- Basic knowledge of US Tax concepts or previous experience with financial software is a distinct advantage.
- High level of computer literacy and proficiency with ticketing systems (e.g., Zendesk, Salesforce).
- Strong analytical and problem-solving skills with an eye for detail.
- Ability to work in shifting schedules, including night shifts if required.