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Member Support Specialist

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The Opportunity

We're looking for a Member Support Specialist, working in the Financial Services industry in Charlotte, North Carolina, United States.

  • Develop a strong knowledge and understanding of the tax self-filing service offerings and can appropriately respond to support requests in an efficient manner with consistent accuracy.
  • Conduct tax research in order to help members understand nuances of tax filing and share specific factual knowledge about state tax filing and IRS specifications.
  • Interface with Tax Software Developers and Tax Product Specialists to identify and resolve issues/bugs that may arise within the product and escalate issues to JIRA as needed.
  • Effectively communicate issue resolutions to both internal and external customers.
  • Test various Federal and State tax scenarios in the product to ensure the accuracy of front-end calculations and forms.
  • Respond to support tickets via email, live chats and/or make outbound calls to members (when necessary).
  • Interface with support agents and support teams to ensure that escalations are handled in an efficient manner.
  • Assist in maintaining all tax knowledge base documentation, policies and procedures to ensure that all are up to date and clearly defined, with assistance from the Training team.
  • Assist in creating Help Center articles and support materials with relevant, up-to-date tax topics.
  • Gather feedback and communicate key user issues to management.
  • Assist management with ideas on how to improve overall user satisfaction.
  • Thrive in high-pressure, highly charged and dynamic environments (usually December-May) but also is comfortable using slowed months for preparation for the upcoming season as well as supporting other company products.
Details

The pay we are offering is 20 per hour. This position may present an opportunity to go permanent.

Our Client

Our client provides agile consulting and staffing. Helping organizations fulfill their most important initiatives and opportunities. For 30 years. From coast-to-coast.

Developing long-term relationships. Successfully retaining clients and placing consultants through multiple engagements. 

Providing you with the support, care, and attention you deserve. With advocates available 24x7 to help you with questions and concerns. This personal care together with great work has resulted in a 4.4 Glassdoor rating.

Join the most talented professionals in the industry working on strategic and world-class programs. 

Experience Required for Your Success
  • High School Diploma or GED
  • 3-5 years tax preparation experience required OR CPA who specializes in tax preparation
  • 1-3 years with member support/customer service experience at a financial institution preferred
  • Experience using a ticketing platform like salesforce, etc. strongly preferred
  • Excellent customer service skills with a dynamic personality and member-focused approach
  • Effective and assertive communicator (written and verbal)
What Do You Think?

Does your experience reflect what it takes to be successful in this role? Do the work and challenges get you excited about what's possible? Apply here.

Not exactly? Join Our Talent Community, and we'll let you know of additional opportunities.