Virtual Concierge Support Specialist

Crossing Hurdles; Ciudad de Mendoza; Remote; ARS 77,425,000 - 123,879,000; Full time

Job summary

Crossing Hurdles is seeking an experienced US Tax & Accounting Support Specialist to deliver specialized Level 2 assistance for US accounting, tax, bookkeeping, and payroll inquiries. The role demands strong accounting judgment, independent investigation, and clear communication with clients.

You will handle escalated tickets, troubleshoot discrepancies, and help transition knowledge resources as Zendesk is replaced.

Qualifications

• Specialized Level 2 support for US accounting, tax, bookkeeping and payroll inquiries.
• Genuine technical accounting judgment beyond scripted responses.
• Ability to investigate and resolve complex issues independently.

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 tickets.
• Review and troubleshoot bookkeeping discrepancies, reconciliations, and accounting transactions.
• Assist customers with tax-related inquiries and notices.
• Answer tax filing status questions and tax return-related questions within scope.
• Support payroll questions, setup, processing issues, and troubleshooting.
• Communicate findings clearly through Zendesk, email-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.

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