User Support Agent for US Tax Helpdesk

Your mission

Imagine a world where tax preparation is seamless and stress-free for expatriates. That's the future we envision. To turn this vision into reality, we seek exceptional individuals like you to join our team. We value creative thinkers, proactive doers, and innovative problem-solvers who embrace challenges and thrive in a diverse and ever-evolving environment. At MyExpatTaxes, we foster a culture of collaboration, self-initiative, and continuous learning. We encourage you to think outside the box, leverage data-driven insights, experiment with new ideas, and contribute your unique perspective.

You’ll be directly responsible to respond to our customer inquiries. Your daily responsibilities will be guided by these aspects:

• Answer customer's inquiries to help them file their tax returns
• Work with the team of tax professionals to highlight cases or actions for them
• Keep customers updated on the status of their tax returns
• Forward technical issues to Engineering
• Assist customers who are struggling to navigate the app
• While we offer multiple channels for our clients to reach us, you’ll use our ticketing system (Freshdesk) or our chat tool (LiveChat) to get back to them - we’re an email and phone-free support
• Other tasks or projects assigned by your team lead

Your profile

Hard requirements:

• English B2 minimum (company language is English)
• Willingness to learn new things
• Strong communication skills both verbal and written
• Excellent interpersonal and customer service skills
• Ability to prioritize and manage time efficiently
• Strong analytical and problem-solving skills
• You're focused on winning the customer, not the argument

Ideal skills:

• C1+ English level
• Additional languages to help clients translate their foreign tax documents
• You have between 1 and 3 years of experience in end-user support for software products
• You have a knack for math and financials
• You know how taxes work
• We’re using Freshdesk as our helpdesk too, so bonus points if you know it!

Why us?

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, or age. We respect that family always comes first and you will find us willing to accommodate your schedule. We care for our employees and for our customers.

Our core values revolve around delivering freedom and responsibility to our team members. We provide a supportive work environment where you have the autonomy to shape your role and make a meaningful impact. There is no one-size-fits-all approach here. We value your expertise and encourage you to bring your flair. Join us at MyExpatTaxes, and together, we can revolutionize the way expatriates navigate their tax obligations while embracing the exciting opportunities of living abroad. Learn more about our services and join our passionate team today.

We offer you a competitive compensation plus these benefits:

• Flexible working hours (Flexitime) and the freedom to regularly work from home
• Regular team events
• Mental health counselling and tips from NiloHealth
• Home Office set up budget
• 25 vacation days annually, plus local holidays
• Additional day off for your birthday

About us

MyExpatTaxes, a product of Software Spinner GmbH, was established to provide comprehensive tax solutions for Americans residing outside the United States. Since our inception, we have assembled a diverse team of tax professionals, developers, service employees, and marketers from around the world who are passionate about simplifying the complex tax process for Americans living and working abroad. Headquartered in the world’s “Most Liveable City” of Vienna, Austria, with satellite employees across continents, we are dedicated to serving the international community