Agent au soutien/Support Agent

About the role

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

Qualifications Requises

• 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
• Excellentes 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

Exigences

• Minimum de 1 an d'expérience pertinente dans le domaine du service à la clientèle
• Baccalauréat ou expérience équivalente

Atouts

• Diplôme universitaire en fiscalité ou autre domaine pertinent (comptabilité, finance, gestion, administration)
• Bonne connaissance du cycle comptable et/ou expérience dans un bureau comptable
• Diplôme des cours d'impôt de H&R Block
• Intérêt pour les impôts ou la fiscalité
• Connaissance en matière d'impôts sur le revenu des sociétés (T2/CO-17) et/ou fiducie (T3/TP-646)

Duties and Responsibilities

• 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

Education And/or Experience

• 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

#LI-D2E

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 Fast / Learn Fast, and Stronger Together.
• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
• Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.