Tax Support Advisor

Responsibilities

• Serve as the front line for inbound tax support, answering emails and chats from customers who are tax professionals.
• Drive successful ticket outcomes, ensuring fast initial responses and permanent resolutions - the goal is not necessarily fast, but that tickets are solved and don’t need to be reopened.
• Verify and understand customer tax document types/purposes and information as needed to resolve support issues.
• Aid customers in navigating Juno’s platform, solving technical and tax workflow problems effectively.
• Proactively identify patterns in customer questions and suggest improvements to product, processes, and knowledge base.
• Document solutions and processes for future team scalability.
• Collaborate closely with the Manager of Customer Support, Chief Customer Officer, and other leadership to build systems and culture for Juno.

Requirements

• Enrolled Agent (EA) certification received, or in progress.
• 2+ years of experience in a tax preparation environment.
• Working knowledge of federal and state tax preparation, electronic filing, and client data management.
• Excellent written and verbal communication skills, able to distill complex tax concepts for customers.
• Understanding of ticketing and support platforms.
• Adaptability, positivity, and a spirit that’s hungry to shape processes in a fast-moving AI environment.

Preferred Qualifications

• Experience creating help documentation or contributing to a knowledge base.
• Desire and true empathy to help others in the tax industry.
• Experience with process development in client-facing operations.