Tax Software Support Specialist (Remote)

This is a Fully Remote Job About Our Client:Filed operates in the tax technology space, addressing challenges faced by accounting firms during peak tax season. The organization provides AI-driven support that integrates with existing tax software, aiming to streamline tax preparation workflows and assist tax professionals in delivering advisory services. The company supports a wide range of tax firms, from regional practices to major national players, and has secured significant funding to support rapid growth. About the Opportunity:The TAX SOFTWARE SUPPORT SPECIALIST plays a critical role in assisting tax firms by providing expert support during high-pressure periods, especially tax season. This position is responsible for troubleshooting software issues, communicating with clients clearly and promptly, and collaborating with engineering to resolve problems effectively. The role directly impacts customer satisfaction and operational efficiency, helping firms maintain productivity during their busiest times. Responsibilities:Respond to customer inquiries quickly and clearly through support channels and callsTroubleshoot issues within the tax software and related platformsReproduce problems to assist engineering in understanding and resolving bugsCreate detailed, actionable tickets for engineering teamsDevelop temporary workarounds to keep client operations movingIdentify recurring issues and alert the team to prevent widespread problems Requirements:Experience as a tax preparer with knowledge of accurate tax returnsFamiliarity with ticketing systems such as Pylon, Zendesk, Intercom, or FreshdeskSome background in quality assurance or technical troubleshootingProficiency with at least one major tax software platform (e.g., CCH Axcess, UltraTax, Lacerte, ProConnect, Drake, or GoSystem)Strong communication skills, calmness under pressure, curiosity, and organizational ability Pay Range and Compensation Package:Most Equity: $66,000 per year plus $100,020 in equityGreat Equity: $72,000 per year plus $66,680 in equityGood Equity: $78,000 per year plus $33,340 in equity Benefits & Perks:Platinum-level medical insurance fully covered for employee and dependentsDental insuranceVision insurance401(k) retirement planPaid maternity and paternity leaveAt least 30 days of paid holiday per yearChoice of latest computers and home office budgetCompany-wide offsites every four months Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note:TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.