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Customer Support Representative - Tax Cycle



Customer Service
Calgary, AB, Canada
Posted on Wednesday, July 10, 2024
Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive.
At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of their lives so that they can help small businesses succeed through better tools, information and connections. Because when they succeed they make a difference, and when millions of small businesses are making a difference, the world is a more beautiful place.
How you’ll make an impact
As part of our growth journey, TaxCycle is seeking a dedicated Customer Support Representative to join our support team and help us deliver best-in-class support to Canadian tax professionals across the country. You’ll be a passionate advocate for TaxCycle, ensuring our clients have the best possible experience.
In this role, you’ll be the go-to expert for clients navigating the complexities of income tax preparation, ensuring they have a seamless experience with our software products. Your exceptional support and problem-solving skills will directly contribute to client satisfaction and the continued growth of our company. By assisting with installations and configurations, you'll enable clients to fully leverage our software, enhancing their efficiency and productivity.
About you
You have a natural curiosity and a passion for helping businesses improve with technology, finding creative ways to engage customers in meaningful conversations. Highly organized and self-motivated, you effectively manage your time to deliver exceptional support.

Your key responsibilities will include:

  • Provide exceptional support to clients via phone and email, addressing questions on income tax preparation using TaxCycle’s suite of products.
  • Assist clients with installations, configurations and usage of TaxCycle and DoxCycle.
  • Manage client requests related to product ordering and purchasing.
  • Perform testing on various components as needed.

What You’ll Bring With You

  • Tax Preparation Experience: Experience preparing personal or corporate tax returns.
  • Tax Knowledge: Familiarity with trust, partnership, charitable organization, or T-slip return preparation is a plus.
  • Customer Service Excellence: Demonstrated ability to provide outstanding customer service.
  • Effective Communication: Strong verbal and written communication skills to interact professionally with customers.
  • Technical Proficiency: Knowledge and experience with various operating systems, computers, accessories and peripherals.
  • Tax Legislation: Ability to understand and explain technical tax legislation concepts.
  • Problem Solving: Strong problem-solving skills, a positive attitude and a willingness to learn.
  • Bilingual: Proficiency in both English and French is an asset.
Why Xero?
Diversity of people brings diversity of thought, and we like that. Our human-first culture of respect, fairness, and inclusion is what helps Xeros thrive and work and beyond, and that includes our candidates. Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single competency or experience, but you could be just the right person for this role. If you are excited about working at Xero, but your past experience doesn't align perfectly, we encourage you to apply anyway.
Offering very generous paid leave to use however you’d like (plus statutory holidays!), dedicated paid leave to care for your physical and mental wellbeing as well as an Employee Assistance Program to access mental health care for you and your family, health insurance and dental reimbursement with vision allowances, a healthcare spending account, fertility and family forming financial support, wellbeing and sports programmes, employee resource groups, 26 weeks of parental leave for primary caregivers, an Employee Share Plan, beautiful offices with shared meals, flexible working, career development, and many other benefits that reflect our human value, you’ll do the best work of your life at Xero.