Agent au soutien​/Support Agent

Job Description:

TÂCHES ET

RESPONSABILITÉS:

Assurer le soutien de logiciel par téléphone et courriel pour notre gamme de logiciels d’impôts
Appliquer les directives et procédures de l’entreprise pour résoudre les problèmes rencontrés habituellement par les clients
Enregistrer les requêtes des clients
Participer au contrôle de qualité de nos logiciels
Identifier et enregistrer les problèmes récurrents rencontrés par les clients
Faire preuve d’écoute afin de prévenir d’éventuels échanges tendus avec la clientèle
Le travail se fait à 100% à partir de votre domicile

Key Responsibilities:

Bilinguisme (Français et Anglais) est un atout, notre clientèle étant en partie hors-Québec
Disponibilité à effectuer des heures supplémentaires
Disponibilité à travailler les fins de semaine en saison d’impôts
Être polyvalent
Savoir travailler en équipe, Grandes capacités d’organisation et de gestion des priorités
Faire preuve d’efficacité même sous pression
Excellent es capacités à communiquer tant à l'oral qu'à l'écrit
Proposer des solutions innovantes pour résoudre les problèmes
Avoir le désir d’apprendre de nouveaux produits en fonction des besoins de la clientèle
DUTIES AND

RESPONSABILITÉS:

Provide support to clients by telephone and email for our various tax software
Apply company policy and procedures to resolve customer issues
Log requests from clients with respect to the issues they encounter
Participate in software quality control testing
Identify and log issues reported by clients
Apply active listening skills to diffuse a potentially tense customer interaction
Work will be performed 100% from home

Required Qualifications:

Minimum of 1 year of relevant work experience in customer service
Bachelor’s Degree or equivalent experience
ASSETS:
University degree in taxation or related field (accounting, finance, administration)
H&R Block tax course graduate
Good knowledge of the accounting cycle and/or experience in an accounting office
Interest for taxation

Preferred Qualifications:

Bilingualism (French and English) is an asset
Demonstrated ability to work collaboratively and cross-functionally
Strong time management skills and ability to manage multiple priorities
Ability to perform well under pressure
Good communication (verbal & written)
Strong problem-solving abilities
Ability to generate innovative approaches and solutions to problems
Team player with a flexible attitude and approach
Willingness to learn additional products and services as needed to meet client demands
What’s in it For You?
Flexibility & Work-Life Balance:
Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
Career Development and Growth:
By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
Industry Competitive Benefits:
We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
Culture:
Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values:
Obsess over our Customers, Compete to Win, Challenge (Y) our Thinking, Act…