Desired Skills

Minimum 3 years of hands-on experience in preparing, reviewing, or supporting U.S. individual income tax returns, including Forms 1040, 1040-NR, and 1040-SR, with the ability to leverage this expertise to effectively assist customers in a live, real-time chat support workplace. Working knowledge of US Tax Live / Expert Assist service models.

Ability to communicate technical tax concepts in plain, jargon-free language that keeps customers informed without overselling or overpromising.

Handle live customer chat interactions by providing timely, accurate, and skilled assistance, while independently resolving customer inquiries and delivering a seamless customer experience.

Strive to achieve first-contact resolution through a single chat interaction whenever possible, ensuring customer inquiries are resolved within established turnaround time and service level expectations.





Document key notes and outcomes from each chat so that other experts can refer back to them later.

Provide customers with accurate guidance and recommended next steps while ensuring full adherence to applicable tax laws, regulations, and compliance requirements.

Qualification

Bachelor's degree in Accounting, Finance, or a related field (M.B.A in Accounting and Finance preferred). Language & Computer Proficiency Strong written and verbal English communication skills, including the ability to communicate clearly, concisely, and effectively through chat-based interactions. Candidates should also demonstrate English language proficiency at a B2+ level or higher. Behavioural Competencies (ASK Framework)

Adaptable to work U.S. shifts, primarily EST hours.

Solid customer-service orientation with a compliance-first mindset Flexibility in completing 8 Productive hours

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