Tax Support Specialist

CEGSoft • San Juan, PR, US, PR

2d • Hybrid

About The Position

We are building the best workplace for thinkers, experts, service agents, designers, and developers to come together to innovate, grow, and truly make an impact in other peoples' lives through technology. We are proud creators of: Expert Tax - tax preparation software for accountants in Puerto Rico, Taxmania - tax preparation software for citizens of Puerto Rico, Edi - a document management software to modernize the digital office, Follow It - case management software. We serve over 150,000 customers every year. It is paramount for us to deliver quality software solutions and provide “above and beyond” customer experiences to ensure the highest level of customer satisfaction. We are looking for a Tax Support Specialist to help customers navigate Puerto Rico and federal tax processes while using our tax preparation software. In this role, you will combine customer service, tax knowledge, research, and product troubleshooting to resolve customer inquiries, identify the right escalation path, and help deliver an accurate and reliable customer experience.

Requirements

• Associate’s or Bachelor’s degree in Accounting, Finance, Business Administration, Taxation, or a related field preferred.
• Two years or more of experience in customer service, customer support, tax preparation, accounting support, financial services, software support, or a related area preferred.
• Basic to intermediate knowledge of Puerto Rico and/or federal tax processes, forms, schedules, electronic filing, or tax preparation workflows.
• Experience preparing or assisting with Puerto Rico or federal tax returns is highly valued; relevant academic preparation and demonstrated tax-process knowledge may also be considered.
• Ability to research and apply information from official sources and company-approved documentation.
• Experience using tax preparation software, CRM or ticketing systems, knowledge platforms, or similar business applications is preferred.
• Excellent customer service, interpersonal, and relationship-building skills.
• Excellent written and verbal communication skills in English and Spanish.
• Ability to explain tax-related and technical concepts clearly and in language appropriate for the customer.
• Strong analytical, research, critical-thinking, and problem-solving skills.
• Strong attention to detail, particularly when reviewing tax-related information, calculations, forms, and documentation.
• Sound judgment and the ability to determine when an issue can be resolved independently and when escalation is required.
• Strong organization, documentation, time-management, and prioritization skills, with the ability to manage multiple customer cases in a high-volume environment.
• Ability to troubleshoot software and customer scenarios and communicate clear, useful findings to technical and non-technical teams.
• Teamwork and collaboration across Customer Support, Tax Compliance, Product, QA, R&D, and other functional teams.
• Comfort learning and using tax software, CRM and ticketing platforms, Microsoft Office, AI-assisted tools, knowledge systems, and phone or PBX systems.
• Commitment to accuracy, confidentiality, ethical conduct, customer trust, and continuous learning.

Responsibilities

• Manage and resolve tax-related customer inquiries through approved service channels, maintaining ownership of cases from intake through resolution.
• Guide customers through Puerto Rico and federal tax processes, forms, schedules, electronic filing, validations, and the use of our tax preparation software.
• Review customer scenarios, return screens, forms, filings, and supporting information to identify missing information, potential inconsistencies, and appropriate next steps.
• Research customer inquiries using official and company-approved resources, including Puerto Rico Treasury Department and IRS publications, internal guidance, Help Center content, and support playbooks.
• Troubleshoot product, filing, validation, and workflow issues and reproduce customer-reported scenarios when needed.
• Identify cases requiring specialized tax, compliance, or technical review and escalate them to Tax Compliance, Product, QA, or R&D with clear documentation and supporting evidence.
• Maintain customer communication and follow-up while escalated cases are being investigated by internal teams.
• Document customer inquiries, research performed, troubleshooting steps, guidance provided, escalations, and final resolutions accurately and consistently.
• Identify recurring customer questions, pain points, and escalation trends and contribute to improvements in Help Center content, internal guides, workflows, self-service resources, and support processes.
• Use approved AI-assisted tools and knowledge resources to improve response quality, consistency, and efficiency while validating tax-related information against official or company-approved sources.
• Participate in customer-impact testing and user acceptance validation for tax-related product changes, documenting expected versus actual results, edge cases, and potential customer impact.
• Participate in ongoing training, shadowing, and cross-functional learning opportunities with Tax Compliance, Product, and QA to strengthen tax, product, and regulatory knowledge.

Benefits

• A valuable experience in a friendly, flexible, and collaborative environment.
• Work alongside high-level professionals in the software industry.
• High-quality coffee, ping pong table, gym equipment, team activities, and hybrid work culture!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree