Agent au soutien/Support Agent

Job summary

Provide support to clients via telephone and email regarding tax software and resolve customer issues. Participate in software quality control testing and log recurring issues reported by clients.

Job details

Job Description: TÂCHES ET RESPONSABILITÉS: Assurer le soutien de logiciel par téléphone et courriel pour notre gamme de logiciels d’impôts Appliquer les directives et procédures de l’entreprise pour résoudre les problèmes rencontrés habituellement par les clients Enregistrer les requêtes des clients Participer au contrôle de qualité de nos logiciels Identifier et enregistrer les problèmes récurrents rencontrés par les clients Faire preuve d’écoute afin de prévenir d’éventuels échanges tendus avec la clientèle Le travail se fait à 100% à partir de votre domicile Key Responsibilities: QUALIFICATIONS REQUISES: Bilinguisme (Français et Anglais) est un atout, notre clientèle étant en partie hors-Québec Disponibilité à effectuer des heures supplémentaires Disponibilité à travailler les fins de semaine en saison d’impôts Être polyvalent Savoir travailler en équipe, Grandes capacités d’organisation et de gestion des priorités Faire preuve d’efficacité même sous pression Excellentes capacités à communiquer tant à l'oral qu'à l'écrit Proposer des solutions innovantes pour résoudre les problèmes Avoir le désir d’apprendre de nouveaux produits en fonction des besoins de la clientèle EXIGENCES: Minimum de 1 an d’expérience pertinente dans le domaine du service à la clientèle Baccalauréat ou expérience équivalente ATOUTS: Diplôme universitaire en fiscalité ou autre domaine pertinent (comptabilité, finance, gestion, administration) Bonne connaissance du cycle comptable et/ou expérience dans un bureau comptable Diplôme des cours d’impôt de H&R Block Intérêt pour les impôts ou la fiscalité Connaissance en matière d’impôts sur le revenu des sociétés (T2/CO-17) et/ou fiducie (T3/TP-646) ----------------------------------------------------------------------------------- DUTIES AND RESPONSIBILITIES: Provide support to clients by telephone and email for our various tax software Apply company policy and procedures to resolve customer issues Log requests from clients with respect to the issues they encounter Participate in software quality control testing Identify and log issues reported by clients Apply active listening skills to diffuse a potentially tense customer interaction Work will be performed 100% from home Required Qualifications: EDUCATION AND/OR EXPERIENCE: Minimum of 1 year of relevant work experience in customer service Bachelor’s Degree or equivalent experience ASSETS: University degree in taxation or related field (accounting, finance, administration) H&R Block tax course graduate Good knowledge of the accounting cycle and/or experience in an accounting office Interest for taxation Preferred Qualifications: Bilingualism (French and English) is an asset Demonstrated ability to work collaboratively and cross-functionally Strong time management skills and ability to manage multiple priorities Ability to perform well under pressure Good communication (verbal & written) Strong problem-solving abilities Ability to generate innovative approaches and solutions to problems Team player with a flexible attitude and approach Willingness to learn additional products and services as needed to meet client demands #LI-D2E What’s in it For You? Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance. Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future. Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing. Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together. Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives. Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world. About Us Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news. We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward. As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace. 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What you’ll do

Provide support to clients via telephone and email regarding tax software and resolve customer issues. Participate in software quality control testing and log recurring issues reported by clients.

Requirements

Requires a minimum of one year of relevant customer service experience and a bachelor's degree or equivalent. Candidates should possess strong communication skills and knowledge of the accounting cycle or taxation.

Benefits

• Flexible vacation
• Mental health days
• Headspace app access
• Retirement savings
• Tuition reimbursement
• Employee incentive programs
• Volunteer days

Listed skills

• Time management · Preferred
• Customer service · Preferred
• Teamwork · Preferred
• Problem solving · Preferred
• Organization · Preferred
• adaptability · Preferred
• Communication · Preferred
• Technical Support · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Tax software
• Problem solving
• Active listening
• Time management
• Communication
• Accounting cycle
• Taxation
• Software quality control
• Bilingualism
• Teamwork
• Organization
• Adaptability
• Technical support
• Operations
• Problem Solving
• Innovation
• Artificial Intelligence
• Consulting
• Finance
• Continuous Development
• Customer Service
• Environmental Social And Corporate Governance (ESG)
• Time Management
• Willingness To Learn
• Tax Accounting
• Active Listening
• Mental Health
• Data Intelligence
• Accounting
• Bilingual (French/English)
• Software Quality (SQA/SQC)
• Disabilities
• Journalism
• T2 Tax Return (Corporation Income Tax Return)
• Tax Compliance Software
• Tax Software
• Accounting Cycle

Job areas

• Customer Service & Support
• Finance & Accounting
• Software
• Support Agent
• Technical Account Manager
• Retail and Wholesale Trade Managers
• Sales Representatives, Wholesale and Manufacturing, Except Technical and Scientific Products

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