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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in US accounting and taxation, providing Level 2 support for complex inquiries while effectively communicating technical findings. Proficient in troubleshooting bookkeeping discrepancies and payroll issues, with a strong ability to adapt to new systems and improve workflows.
Highest-signal resume keywords
US Accounting ExperienceTax Return ReviewQuickBooks ProficiencyAnalytical Problem-SolvingExcellent Communication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
BookkeepingAccount ReconciliationPayroll ProcessingFinancial ReportingTax PreparationTroubleshootingDocumentationAI-Assisted WorkflowsProprietary PlatformsZendesk
Soft Skills
Independent Problem-SolvingAdaptabilityCustomer Service OrientationTechnical Communication
Tools & Technologies
Microsoft ExcelGoogle SheetsSlackTax Software
Certifications & Qualifications
CPAEnrolled Agent (EA)QuickBooks Certification
Industry Keywords
Big Four Accounting FirmAccounting PracticeUS TaxationFinancial SupportRegulated Activities
About the role
Key responsibilities & impact- Provide specialized Level 2 support for complex US accounting, tax, bookkeeping, and payroll inquiries
- Investigate and resolve escalated and directly assigned accounting and tax support tickets
- Review and troubleshoot bookkeeping discrepancies, reconciliations, and accounting transactions
- Assist customers with tax-related inquiries, tax notices, filing status questions, and tax return-related questions within the authorized scope
- Support payroll questions, setup, processing issues, and troubleshooting
- Communicate technical findings through Zendesk, email-style ticket responses, and scheduled phone support
- Independently investigate issues, identify root causes, and coordinate with internal specialists when necessary
- Document resolutions and maintain accurate customer records
- Identify recurring issues and opportunities to improve workflows and knowledge resources
- Adapt to new internal systems as the client transitions away from Zendesk
- Learn and work effectively with proprietary platforms and AI-assisted workflows
- Keep advice, tax review, and regulated activities within the individual's qualifications and the client's approved responsibilities
Requirements
What you’ll need- Demonstrated professional accounting experience, ideally with exposure to US accounting and taxation
- Strong working knowledge of bookkeeping, tax return review, account reconciliations, payroll, and financial reporting
- Prior experience handling complex tax and accounting inquiries, tax notices, and customer-facing financial support
- Excellent written and verbal English communication
- Strong analytical, troubleshooting, documentation, and independent problem-solving skills
- Ability to explain complex accounting and tax topics to nontechnical customers
- Comfortable working in a fast-paced, technology-driven environment with evolving workflows
- Ability to learn new systems, including proprietary platforms and AI-assisted workflows
- Ability to work shifts overlapping US business hours, within the 8:00 AM–8:00 PM Eastern Time coverage window
- QuickBooks or comparable accounting software experience
- Microsoft Excel / Google Sheets proficiency
- Familiarity with Slack or similar collaboration tools
- Familiarity with tax preparation and payroll software is beneficial
- CPA strongly preferred
- Enrolled Agent (EA) certification highly desirable
- Background in a Big Four accounting firm, established accounting practice, or comparable professional accounting environment preferred
- QuickBooks certification or experience preferred
- International CPA credentials may be considered with relevant US accounting and tax knowledge
Benefits
Comp & perks- Remote work arrangement
- Staggered schedules providing coverage during US business hours
- Training provided for Zendesk
- Opportunity to work with proprietary platforms and AI-assisted workflows