Remote Ai-Driven Bi & Exec Support Specialist

Aon Plc; Santa Fe Capital; Remote; ARS 92,724,000 - 139,086,000; Full time

Job summary

Aon Plc is seeking an experienced US Tax & Accounting Support Specialist to provide specialized Level 2 support for complex US accounting, tax, bookkeeping, and payroll inquiries. The role requires strong accounting judgment and the ability to resolve escalated issues with minimal guidance.

The successful candidate will investigate root causes, document solutions, and communicate findings clearly via Zendesk, email, and phone, while coordinating with internal specialists as the client systems

Qualifications

• Provide Level 2 support for US accounting, tax, bookkeeping, and payroll inquiries.
• Investigate and resolve escalated accounting and tax tickets.
• Review bookkeeping discrepancies and reconciliations.
• Adapt to new internal systems as the client transitions from Zendesk.

Responsibilities

• Provide specialized Level 2 support for US customer accounting, tax, payroll queries.
• Investigate escalated tickets and coordinate with internal specialists.
• Review and troubleshoot bookkeeping discrepancies and reconciliations.
• Support payroll questions and processing issues.
• Document resolutions and maintain accurate customer records.
• Identify recurring issues to improve workflows and knowledge resources.
• Communicate technical findings via Zendesk and scheduled phone support.

Skills

Accounting knowledge

Tax knowledge

Analytical thinking

Customer support

Education

Bachelor's in Accounting

Tools

Zendesk

Ticketing systems

Job description

US Tax & Accounting Support Specialist

We are seeking an experienced accounting professional to provide specialized Level 2 support for complex customer inquiries related to US accounting, tax, bookkeeping, and payroll.

This role requires genuine technical accounting judgment, not just scripted responses or basic ticket routing. The ideal candidate has strong accounting and tax expertise, excellent communication skills, and the ability to independently investigate and resolve complex issues.

Schedule & Coverage

• Required coverage window: 8:00 AM–8:00 PM Eastern Time (ET)
• Individual schedules will be staggered to provide coverage during US business hours.
• Ability to work shifts that overlap with US business hours is required.
• Specific shifts and weekly schedules will be finalized with the client.

Key Responsibilities

• Provide specialized Level 2 support for complex US customer accounting, tax, bookkeeping, and payroll inquiries.
• Investigate and resolve escalated and directly assigned accounting and tax support tickets.
• Review and troubleshoot bookkeeping discrepancies, reconciliations, and accounting transactions.
• Assist customers with:
  • Tax-related inquiries
  • Tax notices
  • Filing status questions
  • Tax return-related questions within the authorized scope
• Support payroll questions, setup, processing issues, and troubleshooting.
• Communicate technical findings clearly and professionally through Zendesk, email-style ticket responses, and scheduled phone support.
• Independently investigate issues, identify root causes, and coordinate with internal specialists when necessary.
• Document resolutions and maintain accurate customer records.
• Identify recurring issues and opportunities to improve workflows and knowledge resources.
• Adapt to new internal systems as the client transitions away from Zendesk.
• Learn and