Specialty Support Representative II

Provide payroll tax technical support/troubleshooting to clients via Salesforce cases/tickets and quickly engaging clients (Phone, Screenshare, and/or Chat) Diagnose and resolve issues related to our Tax Filing software timely and accurately. Escalate unresolved issues to higher-level support or development teams, as necessary. Works with the appropriate team members to address and facilitate a timely resolution to tax inquiries, including quarter-end and year-end employer tax filing. Conduct regular follow-ups with clients to ensure issues are resolved and to provide updates on ongoing cases. Document all client interactions and troubleshooting steps in Salesforce. Generate and analyze reports, provide comprehensive instructions, and updates to customer and internal partners via case management. Provide feedback on operational processes and/or efforts to improve the customer experience. Manage in an organized, proactive and independent manner to meet all required time frames and commitments. Demonstrated exceptional customer service skills by effectively addressing and resolving customer inquiries and complaints, ensuring a high level of customer satisfaction. Consistently maintained meticulous attention to detail in all tasks, resulting in accurate and efficient service delivery. Proficiency with Microsoft Office applications such as Word, Excel, and PowerPoint. Must be able to work under tight deadlines during seasonal peaks. Bachelor's degree in business, Accounting, Finance or comparable education and experience.