About the role

Tax Support Agent supporting Thomson Reuters tax software customers by phone and email. Resolving routine issues, logging orders, and testing tax software remotely.

Responsibilities

Provide tax support to clients by telephone and email for professional and consumer tax software
Use active listening skills to de-escalate potentially tense customer interactions
Apply company policies and procedures to resolve routine customer issues
Log orders from customers who wish to purchase products
Participate in software quality-control testing
Write standard responses to frequently asked questions (FAQs)
Identify recurring client issues and inform the supervisor

Strong knowledge of income tax
Demonstrated ability to work collaboratively and cross-functionally
Strong organizational and time-management skills, with the ability to manage multiple priorities
Ability to perform effectively under pressure
Excellent verbal and written communication skills
Strong problem-solving abilities and an innovative approach to resolving issues
Flexible and adaptable attitude
Customer-service orientation and experience, with a proven track record in customer support and relationship management
Willingness to learn additional products and services as needed
Minimum of one year of relevant customer-service experience
Bachelor’s degree or equivalent experience preferred
University degree in taxation or a related field preferred
H&R Block tax course graduate preferred
Good knowledge of the accounting cycle and/or experience in an accounting office preferred
Knowledge of corporate income tax (T2/CO-17) and/or trust tax (T3/TP-646) preferred
Strong communication skills in English and/or French

Flexible work arrangements, including the option to work from anywhere for up to eight weeks per year
Flexible vacation
Two company-wide Mental Health Days off
Access to the Headspace app
Retirement savings plan
Tuition reimbursement
Employee incentive programs
Resources supporting mental, physical, and financial well-being
Two paid volunteer days off annually
Opportunities to participate in pro bono consulting projects and ESG initiatives
Career development, continuous learning, and skills development through Grow My Way programming
Flexible work-life balance policies through Flex My Way