US Tax & Accounting Support Specialist
We are seeking an experienced accounting professional to provide
specialized Level 2 support
for complex customer inquiries related to
US accounting, tax, bookkeeping, and payroll
.
This role requires
genuine technical accounting judgment
, not just scripted responses or basic ticket routing.
The idóneo candidate has strong accounting and tax expertise, excellent communication skills, and the ability to independently investigate and resolve complex issues.
Schedule & Coverage
Required coverage window:
8:00 AM–8:00 PM Eastern Time (ET)
Individual schedules will be
staggered
to provide coverage during US business hours.
Ability to work shifts that
overlap with US business hours is required
.
Specific shifts and weekly schedules will be finalized with the client.
Key Responsibilities
Provide specialized
Level 2 support
for complex US customer accounting, tax, bookkeeping, and payroll inquiries.
Investigate and resolve
escalated and directly assigned




accounting and tax support tickets.
Review and troubleshoot
bookkeeping discrepancies, reconciliations, and accounting transactions
.
Assist customers with:
Tax-related inquiries
Tax notices
Filing status questions
Tax return-related questions within the authorized scope
Support
payroll questions, setup, processing issues, and troubleshooting
.
Communicate technical findings clearly and professionally through
Zendesk, email-style ticket responses, and scheduled phone support
.
Independently investigate issues, identify
root causes
, and coordinate with internal specialists when necessary.
Document resolutions and maintain
accurate customer records
.
Identify recurring issues and opportunities to improve
workflows and knowledge resources
.
Adapt to new internal systems as the client transitions away from Zendesk.
Learn and
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