Customer Support Senior Specialist

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

JOB SUMMARY

The TOAST Customer Support Specialist represents the Tax Line of Business and is responsible for managing customer queries and/or issues with our Tax products or services. The goal of this role is to drive long-term scalability and sustainability of the business and to leverage the support talent, professional certifications, and world-class service as a competitive advantage. The ideal candidate needs to be able to remain calm when customers are frustrated and maintain a positive, empathetic, and professional attitude toward customers.

ESSENTIAL DUTIES

• Manages, triages, assigns, and responds promptly on tickets and requests routed to the L3 customer support queue.
• Communicates with customers through various channels, including email, phone, chat, and tickets.
• Keeps detailed record of the customer interaction, including steps taken to try and resolve the issue or fulfill the request.
• Communicates and coordinates with teammates and management, as necessary.
• Writes, publishes, and shares instructional, FAQ and Knowledge Base content for customers who want access to self-help materials, as well as technology focuses troubleshooting/escalation procedural documentation.
• Works with customers until they feel their pain points have been resolved; ensures customer satisfaction and world-class service is always top of mind.

EDUCATION / CERTIFICATION REQUIREMENTS

• Bachelor's Degree or equivalent work experience
• ITIL 3+ (preferred)

JOB REQUIREMENTS

• 3-4 years of previous experience in a customer support role, preferably within a CPA firm.
• Working knowledge of support function, metrics, processes, systems, and tools for running a world-wide Support organization within the enterprise environment supporting large scale IT shops using ServiceNow.
• Must be capable of dealing confidently and professionally at executive level and with customers.
• Must stay calm when customers are stressed or upset; engage/ escalate to management as needed.
• Prior public accounting experience with mid to large size firm(s) or other professional services experience (preferred).
• Prior management experience working within a national tax role in tax software, processes, or both (preferred).
• Awareness of regulatory requirements (7216 Consent, GLBA, GDPR) and InfoSec policies and procedures (preferred).

SUCCESSFUL CHARACTERISTICS / SKILLS

• Problem-solving experience to assess, analyze, troubleshoot, and resolve issues.
• Analytical skills, attention to detail, and ability to identify trends and patterns, which are the basis for improving operational performance over time.
• Passion for technology and providing exceptional experiences both internally for our employees and externally for clients and prospects.
• Bias to action, and ability to succeed in ambiguity.

At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://rsmus.com/careers/working-at-rsm/benefits.

As an Affirmative Action and Equal Opportunity Employer all applicants will receive consideration for employment as RSM does not tolerate discrimination and/or harassment based on race; color; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the US uniformed service; US Military/Veteran status; pre-disposing genetic characteristics or any other characteristic protected under applicable federal, state or local law. 

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please call us at 800-274-3978 or send us an email at careers@rsmus.com.

RSM does not intend to hire entry level candidates who will require sponsorship now OR in the future (i.e. F-1 visa holders). If you are a recent U.S. college / university graduate possessing 1-2 years of progressive and relevant work experience in a same or similar role to the one for which you are applying, excluding internships, you may be eligible for hire as an experienced associate.

RSM will consider for employment qualified applicants with arrest or conviction records in accordance with the requirements of applicable law, including but not limited to, the California Fair Chance Act, the Los Angeles Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the San Francisco Fair Chance Ordinance. For additional information regarding RSM’s background check process, including information about job duties that necessitate the use of one or more types of background checks, click here.

At RSM, an employee’s pay at any point in their career is intended to reflect their experiences, performance, and skills for their current role. The salary range (or starting rate for interns and associates) for this role represents numerous factors considered in the hiring decisions including, but not limited to, education, skills, work experience, certifications, location, etc. As such, pay for the successful candidate(s) could fall anywhere within the stated range.

Individuals selected for this role will be eligible for a discretionary bonus based on firm and individual performance.