Virtual Concierge Support Specialist

Crossing Hurdles; Santa Fe Capital; Remote; ARS 99,928,000 - 138,361,000; Full time

Job summary

Crossing Hurdles is seeking a US Tax & Accounting Support Specialist to provide Level 2 support for complex US accounting, tax, bookkeeping, and payroll inquiries. The role requires genuine technical accounting judgment and the ability to independently investigate and resolve issues.

Coverage includes overlapping US business hours with staggered shifts. You will communicate findings via Zendesk, email-style tickets, and scheduled phone support, documenting resolutions and contributing to

Qualifications

• Provide specialized Level 2 support for complex US customer accounting, tax, bookkeeping, and payroll inquiries.
• Demonstrate genuine technical accounting judgment beyond scripted responses or basic ticket routing.
• Investigate and resolve escalated accounting and tax support tickets with clear, professional communication.

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, and tax return-related questions within scope.
• Support payroll questions, setup, processing issues, and troubleshooting.
• Communicate technical findings clearly through Zendesk, email-style tickets, and scheduled phone support.
• Independently investigate issues, identify root causes, and coordinate with internal specialists as needed.
• 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.

Skills

US accounting

Tax expertise

Bookkeeping

Payroll

Communication

Problem solving

Tools

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