Tax Software Support Specialist
About The Position
Filed is hiring a Tax Software Support Specialist to help tax firms resolve issues with Filed and the tax software they already use. The role involves responding quickly to customers during a fast-paced environment, particularly during tax season from January to April. The specialist will troubleshoot problems, reproduce issues, create actionable tickets for engineering, find interim workarounds, and identify recurring customer-reported problems. The role offers exposure to software development and potential career paths into QA, product, onboarding, and customer success. Filed is a growing company backed by Northzone, Neo, Analog, and Raine, and serves tax firms across the country.
Requirements
- Previous experience working as a tax preparer and knowledge of what constitutes a correct tax return.
- Experience using a ticketing system such as Pylon, Zendesk, Intercom, or Freshdesk, with the ability to respond quickly without sacrificing quality.
- Some QA or technical background, such as testing software, reproducing bugs, or documenting issues for a technical team.
- Comfort using at least one major tax platform, such as CCH Axcess, UltraTax, Lacerte, ProConnect, Drake, or GoSystem.
- Ability to remain calm and patient with stressed customers.
- Clear written communication, including writing tickets and customer replies that leave no room for confusion.
- Curiosity about why problems occur.
- Organization skills to manage multiple open conversations without losing track of them.
- A sense of ownership and willingness to follow problems through to completion.
Nice To Haves
- Experience writing bug reports.
- Experience with Linear, Jira, or a similar tool.
Responsibilities
- Answer customer questions quickly and clearly through the support inbox and on calls.
- Troubleshoot issues within Filed and the tax software used by firms.
- Reproduce problems so engineering can observe what the customer experienced.
- Write clear, complete Linear tickets that engineers can act on.
- Find workarounds that help firms continue working while fixes are being developed.
- Identify patterns in customer reports and flag issues before they spread.
- Take ownership of problems and follow them through to resolution.
Benefits
- Platinum-level medical insurance fully covered for the employee, with 100% dependent coverage.
- Dental insurance.
- Vision insurance.
- 401(k) retirement plan.
- Paid maternity leave.
- Paid paternity leave.
- A minimum of 30 days of paid holiday each year.
- Choice of the latest computers.
- Budget for a home office setup.
- Company-wide offsites every four months.
- Equity compensation.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
