Tax Analyst

Pacific Group of Companies · India

Desired Skills

• Minimum 4-5 years of hands-on experience in preparing, reviewing, or supporting U.S. individual income tax returns, including Forms 1040, 1040-NR, and 1040-SR, with the ability to leverage this expertise to effectively assist customers in a live, real-time chat support environment.
• Ability to communicate technical tax concepts in plain, jargon-free language that keeps customers informed without overselling or overpromising.
• Comfortable working to defined handle-time targets while maintaining accuracy and compliance.

Job description

• Handle live customer chat interactions by providing timely, accurate, and professional assistance, while independently resolving customer inquiries and delivering a seamless customer experience.
• Strive to achieve first-contact resolution through a single chat interaction whenever possible, ensuring customer inquiries are resolved within established turnaround time and service level expectations.
• Provide customers with accurate guidance and recommended next steps while ensuring full adherence to applicable tax laws, regulations, and compliance requirements.
• Actively monitor the chat quality of preparers and junior team members, ensuring accuracy, compliance, and adherence to established quality standards.