Take ownership of issues escalated from Tier 1 and Tier 2 support.Manage and maintain Single Point of Contact (premium) clients.Respond to customer emails.Lead scrum meetings regarding the implementation of regulatory bulletins.Research and resolve issues related to federal, state and local taxation.Test data to verify correct payroll tax reporting, compliance and calculated amounts.Assist in the installation of the client, cyclic and regulatory updates. Utilize Tax Factory and EForms Factory to resolve customer issues.Instruct customers to utilize Tax Factory and EForms Factory.Coordinate conference calls to assist clients. Review and approve cyclic and regulatory notices to be sent to customers.Maintain software updates on company laptops.

Presented ideas for process improvements to management.Provided input to help implement process improvements.Provided software support for proprietary utility software.Remotely accessed client databases to view and modify data.Utilized SQL and UNIX commands.Travelled to clients for implementations and upgrades.Trained on the existing software packages to assist the clients.Built strong relationships with the customer base.Assisted in retaining and increasing the customer base.Travel up to 60%.