Senior Associate

RSM • Nashville, TN

3d

About The Position

The Senior Associate – Customer Support Specialist represents the Tax Line of Business and is responsible for managing, triaging, and resolving customer inquiries and issues related to Tax products and services. Building on foundational customer support experience; this role focuses on delivering consistent, world-class service, supporting scalability and sustainability of support operations, and partnering effectively with cross-functional teams to improve the overall customer experience.

Requirements

• Bachelor’s degree in Business, Technology, or a related field preferred.
• ITIL or other relevant service management certifications preferred.
• Requires a minimum of three (3) years of experience in a customer support or service role, preferably within a professional services or technology environment.
• Requires hands-on experience working with enterprise support tools and ticketing platforms (e.g., ServiceNow).
• Strong problem-solving and troubleshooting skills with the ability to analyze issues and identify effective resolutions.
• Ability to manage multiple priorities in a fast-paced, high-volume support environment.
• Experience engaging professionally with stakeholders, including senior and executive-level users.
• Familiarity with support metrics, SLAs, and operational performance measures.
• Calm, empathetic, and customer-focused approach when handling issues or escalations.
• Strong written and verbal communication skills.
• Bias toward action, accountability, and follow-through.
• Collaborative mindset with enthusiasm for continuous improvement and learning.

Nice To Haves

• Awareness of regulatory and information security considerations (e.g., data privacy, InfoSec policies) preferred.

Responsibilities

• Manage, triage, assign, and respond to tickets and requests routed through the customer support queue.
• Communicate with customers through multiple channels including email, phone, chat, and ticketing systems.
• Document customer interactions, troubleshooting steps, and resolutions accurately and consistently.
• Collaborate with peers, product teams, and management to resolve complex issues and escalate when necessary.
• Develop, maintain, and publish customer-facing documentation including FAQs, knowledge articles, and self-service materials.
• Support continuous improvement of support processes, tools, metrics, and knowledge management practices.
• Ensure customer issues are resolved end-to-end with a focus on satisfaction, professionalism, and service quality.

Benefits

• Competitive compensation and benefits package.
• Flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior