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Level 2 Tax and Accounting Support Specialist – Philippines Remote
Provide advanced customer support for complex US bookkeeping, payroll, tax, and accounting matters. Investigate escalated issues and explain solutions remotely from the Philippines.
Сипаттама
- Handle complex US accounting, tax, bookkeeping, and payroll questions as a Level 2 support specialist.
- Investigate escalated and assigned accounting and tax tickets through resolution.
- Analyze bookkeeping discrepancies, reconciliations, and accounting transactions to identify issues.
- Guide customers on tax inquiries, notices, filing statuses, and tax-return questions within authorized limits.
- Assist with payroll setup, processing questions, and issue resolution.
- Share technical findings through Zendesk, written ticket responses, and scheduled phone calls.
- Conduct independent investigations, determine root causes, and involve internal specialists when needed.
- Record resolutions and keep customer documentation accurate and current.
- Spot recurring problems and suggest improvements to workflows and knowledge resources.
- Transition to new internal systems as the client moves away from Zendesk.
- Adopt proprietary platforms and AI-supported workflows effectively.
- Ensure advice, tax reviews, and regulated work remain within personal qualifications and approved client responsibilities.
Талаптар
- Professional accounting experience, preferably including US accounting and taxation.
- Working knowledge of bookkeeping, tax-return review, account reconciliations, payroll, and financial reporting.
- Experience resolving complex tax and accounting questions, tax notices, and customer-facing financial support cases.
- Excellent written and spoken English communication skills.
- Strong analytical, troubleshooting, documentation, and independent problem-solving abilities.
- Ability to make complex accounting and tax concepts understandable to nontechnical customers.
- Comfort working in a fast-moving, technology-led environment with changing processes.
- Ability to learn proprietary systems and AI-assisted workflows.
- Availability for shifts overlapping US business hours within the 8:00 AM–8:00 PM Eastern Time coverage window.
- Experience with QuickBooks or comparable accounting software.
- Proficiency with Microsoft Excel or Google Sheets.
- Familiarity with Slack or a similar collaboration platform.
- Experience with tax preparation and payroll software is an advantage.
- CPA strongly preferred.
- Enrolled Agent certification is highly desirable.
- Experience in a Big Four firm, established accounting practice, or comparable professional accounting setting preferred.
- QuickBooks certification or relevant experience preferred.
- International CPA credentials may be considered alongside relevant US accounting and tax expertise.
Артықшылықтар
- Work remotely.
- Staggered schedules support coverage of US business hours.
- Receive training on Zendesk.
- Gain experience with proprietary platforms and AI-assisted workflows.