Technical Support Specialist, Tax (Remote)
About Our Client: The organization operates in the tax preparation software industry, addressing the challenge of managing the workload and efficiency of tax firms during peak tax season. It integrates with existing tax software to streamline processes, enabling tax professionals to focus on higher-level judgment and client advice. The program collaborates with tax firms nationwide, ranging from regional practices to major firms, and has secured significant funding to support its rapid growth. About the Opportunity: The TECHNICAL SUPPORT SPECIALIST role focuses on providing expert support to tax firms using the platform, ensuring swift resolution of issues during critical periods. This position serves as the key contact for firms experiencing problems, delivering clear solutions and facilitating effective communication between customers and engineering teams. The role significantly impacts customer satisfaction and product improvement by translating tax expertise into actionable technical insights. Responsibilities: Respond promptly and clearly to customer inquiries via email and calls Troubleshoot issues within the platform and connected tax software Reproduce customer problems to assist engineering in diagnosis Create detailed, actionable tickets for engineers Identify interim solutions to keep firms operational Detect and escalate recurring issues to prevent wider impact Requirements: Experience as a tax preparer with knowledge of correct tax returns Familiarity with ticketing systems like Pylon, Zendesk, Intercom, or Freshdesk Some background in QA or technical troubleshooting and bug reporting Proficiency with major tax platforms such as CCH Axcess, UltraTax, Lacerte, ProConnect, Drake, or GoSystem Preferred experience with bug tracking tools like Linear or Jira Ability to remain calm and patient under pressure Clear and concise written communication skills Curiosity to investigate root causes of issues Organized with the ability to manage multiple cases simultaneously Ownership mentality to see problems through to resolution Pay Range and Compensation Package: Most Equity: $66,000 per year plus $100,020 in equity Great Equity: $72,000 per year plus $66,680 in equity Good Equity: $78,000 per year plus $33,340 in equity Benefits & Perks: Platinum-level medical insurance fully covered for employees and dependents Dental insurance Vision insurance 401(k) retirement plan Paid maternity and paternity leave Minimum of 30 days paid holiday annually Choice of latest computers and home office budget Company-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: RemoteHunter 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.