You are the escalation point for challenging support issues that require research or special attention. You understand the design and intended use of Bloomberg Tax software products, identify customer problems and product defects, and document enhancements need to improve recurring user issues. You will define workarounds and handle the technical aspects of the customer relationship to ensure successful implementation and use of Bloomberg Tax software products.
What you will do:
Act as an escalation point to triage and troubleshoot complex technical or escalated issues.
Work with Product Management, Professional Services, Development, and Engineering to determine if an issue is a training/user issue, a product defect, a Professional Services opportunity, or an unmet need within the product.
Assist customers with issues and provides workarounds and simple training.
Identify Professional Services and set expectations to allow Sales to propose paid engagements, when warranted.
Identify defects and coordinate internally and externally with multiple teams to manage issues to resolution or provide a suitable workaround or answer.
Document and prioritize product defects and enhancements reported by customers and make recommendations on priority to Product Management.
Understand customer requirements and recommend best practices and strategy for developing functionality within the software.
Provide verbal and/or written responses to technical, domain, tax, law, accounting and/or product functionality questions.
Partner with Sales, Product Enablement and other teams internally to assist in improving customer experience.
Logs and tracks customer issues using a CRM, and maintains historical records and relevant problem solving documentation.
Assist in onboarding new front-line agents.
Shift work left by upskilling front-line agents on product functionality.
Perform QA checks of front-line agent work product and deliver constructive feedback.
Participate in special projects and perform other duties as assigned.
You need to have:
Bachelor’s degree with coursework in tax, business or related subjects, or equivalent experience.
4 years of product-relevant work experience involving contact with clients in a professional environment.
Knowledge of formal principles, practices, and techniques in tax accounting.
CPA certificate, JD or LLM highly preferred.
Bloomberg Industry Group IS AN EQUAL OPPORTUNITY EMPLOYER and fully subscribes to the principles of Equal Employment Opportunity. Bloomberg Industry Group has adopted an Affirmative Action Program to ensure that all applicants and employees are considered for hire, promotion, and job status without regard to race, color, religion, sex, national origin, age, disability, gender identity, sexual orientation, marital or familial status, pregnancy, childbirth, or related medical issues, genetic information, disabled veteran, veteran, a veteran of the Vietnam Era, or any other classification protected by law.