Contract: 6 months

Location: Hyberabad

Overview

Tax Operations Application Support Team (TOAST) is a fast-paced, high-energy, collaborative team who provide technical support on a variety of tax applications. It is a dynamic team with professionals of varying support backgrounds.

JOB SUMMARY The TOAST Technical Customer Support Specialist represents the Tax Line of Business and is responsible for managing customer queries and/or issues with our Tax products and services. The goal of this role is to drive long-term scalability and sustainability of the business and to leverage the support talent, professional certifications, and world-class service as a competitive advantage. The ideal candidate needs to be able to remain calm when customers are frustrated and maintain a positive, empathetic, and skilled attitude toward customers.

ESSENTIAL DUTIES

- Manages, triages, assigns, and responds promptly to tickets and requests routed to the L3 customer support queue.
- Communicates with customers through various channels, including email, phone, chat, and tickets.
- Keeps a detailed record of the customer interaction, including steps taken to try and resolve the issue or fulfill the request.
- Communicates and coordinates with teammates and management, as necessary.
- Works with customers until they feel their pain points have been resolved; ensuring customer satisfaction and world-class service.





EDUCATION / CERTIFICATION REQUIREMENTS

- Bachelor's Degree or equivalent work experience (preferably from an IT or Finance Background)

JOB REQUIREMENTS

- 3-4 years of previous experience in a technical customer support role, preferably within a CPA firm.
- Working knowledge of support functions and processes using ServiceNow
- Must be capable of dealing confidently and professionally at the executive level and with customers.
- Must stay calm when customers are stressed or upset; engage/ escalate to management as needed.
- Prior public accounting experience with mid to large-sized firm(s) or other professional services experience (preferred).
- Prior management experience working within a national tax role in tax software, processes, or both (preferred).

SUCCESSFUL CHARACTERISTICS / SKILLS

- Familiarity with the following Application:
- Thomson Reuters application (OneSource, Highq, Gosystem)
- Walter Kluwer ( CCH)
- Bloomberg (tax provision, Fixed assets)
- Understanding of AD authentication and access control within enterprise environments
- Experience with troubleshooting SSO and login/access issues.
- Problem-solving experience to assess, analyze, troubleshoot, and resolve issues.
- Analytical skills, attention to detail, and ability to identify trends and patterns, which are the basis for improving operational performance over time.

📌 Tax Operations Application Support Team (TOAST) Specialist (Hyderabad)
🏢 nTech Workforce
📍 Hyderabad