Responsible for resolving Requests, for Technical Assistance in U.S Income Tax Returns. Consistent customer care, quality standards, and reporting requirements are core competencies.Responsibilities:Call Handling* Provided Comprehensive Support to Technical Support Department.* Take all steps to Resolve Issues Reported and Resolve or Escalate to the Appropriate Contact.* Use all Available Knowledge During the call.* Take all necessary steps to ensure Client Satisfaction at the end of the call.Call Logging* Created and submit detailed call logs documenting customer interactions. Accuracy, thoroughness, and timeliness.* Confirmed and updated customer profile information as neededEscalation* Promptly notify management of any potentially "dissatisfied" Client.* Follow all documented escalation procedures, including handoff times, for issues requiring 3rd party interventionOpen Calls* Follow all documented procedures to handle open calls, including monitoring open call queues, placing follow-up phone calls, etc.Knowledge* Maintained U.S Individual Tax Returns Technical Knowledge.* Participated in all company-organized training events.* Organized and utilize all support resources provided including emails, documentation, contact lists, etc.