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Customer Support Representative-Refunds Today (6197916)

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Posted by: Aerotek on December 07, 2017 at 03:40:01.

Contract / Temp to Direct / Direct Hire: Contract
City: Covina
State: California
Country: United States
Zip or Postal Code: 91723

The content support representative III provides support to our business and individual tax software clients and to our practice clients. This role provides resolution to moderate and complex inquiries by phone and answers are based upon information provided in product guides and support knowledge databases and other internal tools.
Handle phone support for moderate to complex system or content issues; identify, resolve, and escalate issues when necessary; record these interactions in our customer relationship database
Identify and document resolution to reoccurring inquiries
Mentor existing staff
Cross-train on other products and systems
Participate in projects and as well as process improvement initiatives
Secure and keep confidential product and customer data
Identify and trouble shoot moderate to advanced software and hardware issues
Education and Experience:
Bachelor's Degree or High School Diploma or GED & 2 years of work experience as a tax, accounting and audit practitioner or product /customer support representative at a B2B software company or High School Diploma or GED and 4 years of work experience in a customer support or call center organization.
Bachelors degree in Business, Accounting or Finance
Experience working with SFS tax and accounting software
Tax preparation or public accounting experience
Experience working in a help desk or customer support environment
Other Knowledge, Skills, Abilities or Certifications:
Knowledge of tax, accounting and audit principles, practices and legislation/regulations
Advanced computer and internet skills including Microsoft office
Service orientation - high commitment to meeting needs of customers and colleagues
Advanced professional communication skills both written and verbal
Ability to diffuse and provide effective resolution to customer complaints
Strong analytical and decision making skills
Detail-oriented and able to handle multiple top priorities
Ability to function in a fast-paced, collaborative, matrixed team environment
Strong work ethic and passion for excellence
Ability to work flexible schedule and manage overtime as required to meet objectives
Experience with customer relationship management systems is a plus
CPA, EA or other Accounting Certification is a plus
MCITP, MCSE, CCA, Network+, Server+ or A+ Technical Certification a plus

About Aerotek:

Our people are everything. As a Best of Staffing Client and Talent leader, Aerotek Inc. has distinguished itself as a leader in recruiting and staffing services, by having a deep understanding of the intersection of talent and business. As a strategic partner to more than 17,000 clients and 300,000 contract employees every year, Aerotek's people-focused approach yields competitive advantages for its clients and rewarding careers for its contract employees. Headquartered in Hanover, Md., Aerotek operates a network of over 230 non-franchised offices with more than 6,000 internal employees dedicated to serving our customers. Aerotek is an operating company of Allegis Group, a global talent solutions provider. To learn more, visit


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