Tax Support Agent

• Provide tax support to clients by telephone and email for professional and consumer tax software
• Use active listening skills to de-escalate potentially tense customer interactions
• Apply company policies and procedures to resolve routine customer issues
• Log orders from customers who wish to purchase products
• Participate in software quality-control testing
• Write standard responses to frequently asked questions (FAQs)
• Identify recurring client issues and inform the supervisor

Requirements

• Strong knowledge of income tax
• Demonstrated ability to work collaboratively and cross-functionally
• Strong organizational and time-management skills, with the ability to manage multiple priorities
• Ability to perform effectively under pressure
• Excellent verbal and written communication skills
• Strong problem-solving abilities and an innovative approach to resolving issues
• Flexible and adaptable attitude
• Customer-service orientation and experience, with a proven track record in customer support and relationship management
• Willingness to learn additional products and services as needed
• Minimum of one year of relevant customer-service experience
• Bachelor’s degree or equivalent experience preferred
• University degree in taxation or a related field preferred
• H&R Block tax course graduate preferred
• Good knowledge of the accounting cycle and/or experience in an accounting office preferred
• Knowledge of corporate income tax (T2/CO-17) and/or trust tax (T3/TP-646) preferred
• Strong communication skills in English and/or French

Core Competencies

Demonstrates strong knowledge of income tax and customer service, with excellent verbal and written communication skills. Capable of managing multiple priorities effectively while providing tax support and resolving client issues.

Highest-signal resume keywords

• Income Tax Knowledge
• Customer Service Orientation
• Problem-Solving Abilities
• Organizational Skills
• Communication Skills

Hard Skills

• Tax Software Support
• Quality-Control Testing
• Accounting Cycle Knowledge
• Corporate Income Tax (T2/CO-17)
• Trust Tax (T3/TP-646)

Soft Skills

• Active Listening
• Collaboration
• Time Management
• Adaptability
• De-Escalation Skills

Certifications & Qualifications

• H&R Block Tax Course Graduate

Industry Keywords

• Customer Support
• Relationship Management
• Taxation
• Accounting Office Experience
• Bachelor's Degree in Taxation

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