Level 2 Tax & Accounting Support Specialist
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Job Description
Level 2 specialist supporting customers of a US accounting and tax service. Investigating complex bookkeeping, payroll, tax, and accounting issues remotely from Manila.
Responsibilities:
- 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:
- 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:
- 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
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