US Tax & Accounting Support Specialist (Level 2)

**About the role**

As a Level 2 Tax & Accounting Support Specialist, you will provide technical assistance to customers using financial and accounting solutions. You will investigate escalated questions, troubleshoot accounting issues, assist with tax-related inquiries, and help customers understand how to resolve their problems. You will also work with internal teams to resolve complex cases, document findings, and identify opportunities to improve support processes.

**Key responsibilities**

* Investigate and respond to customer questions involving US taxation and tax-related processes
* Assist with inquiries concerning individual and business tax returns, filing requirements, and tax compliance
* Help customers understand tax-related notices and identify appropriate next steps within the role's authorized scope
* Support questions involving quarterly estimated taxes, federal and state taxation, and small-business tax matters relevant to your expertise
* Research tax and accounting questions using reliable resources and approved internal guidance
* Explain technical tax concepts in clear, understandable language
* Investigate bookkeeping discrepancies and accounting-related customer issues
* Troubleshoot questions involving transactions, account balances, and reconciliations
* Review accounting information to identify inconsistencies and potential root causes
* Assist with general ledger, accounts payable, accounts receivable, and financial reporting questions where relevant

**About you**

* Practical experience in accounting, taxation, or a related professional accounting environment
* Demonstrated knowledge of US taxation, preferably through hands-on US tax preparation, tax compliance, or work involving US tax questions
* Ability to investigate accounting or tax issues and work toward appropriate resolutions independently
* Strong analytical and problem-solving skills
* Good written and verbal English communication skills
* Ability to explain technical accounting and tax concepts to nontechnical customers
* Strong attention to detail and a commitment to accurate, well-documented work
* Willingness and ability to work a schedule that overlaps with US business hours
* Certified Public Accountant (CPA) or Enrolled Agent (EA) (preferred but not mandatory)
* Experience working in a US accounting firm, CPA firm, tax practice, or professional tax preparation environment (preferred)