Product Analyst

Bloomberg Industry Group; Arlington (VA); On-site; USD 70,000 - 97,000; Full time

Job summary

Bloomberg Industry Group seeks a Tax Software Support Specialist to help clients by phone, email, or chat, resolving inquiries about Tax Planning and Bloomberg Tax Technology products.

You will collaborate with Sales, Service, Product, and Customer Experience teams, document feedback, and provide demonstrations or training as needed. On-site role based in Arlington, VA with opportunities to assist after-hours.

Qualifications

• Bachelor's degree in tax, business or related subjects or equivalent experience.
• 2 years of product-related work experience involving contact with clients.
• CPA certificate, JD or LLM highly preferred.
• Strong knowledge of formal principles, practices, and techniques in tax and accounting.
• Experience with income tax planning principles and software preferred.
• Ability to perform research that involves basic interpretation and analysis.

Responsibilities

• Answer and evaluate front line and second line requests for assistance on Tax Planning within our software or Bloomberg Tax Technology products.
• Conduct problem recognition for complex technical customer issues and document feedback.
• Provide verbal and/or written responses to tax, law, accounting and product functionality questions.
• Escalate more complex issues to senior staff, SMEs, or management.
• Refer billing, fulfillment and licensing issues to Customer Relations, Sales and other teams as needed.
• Log and track customer issues using a CRM, and maintain historical records and problem solving documentation.
• Duplicate and document software bugs while seeking workarounds.
• Provide product demonstrations to prospects or train end-users on product usage.
• Occasionally provide off-hours coverage as needed.
• Participate in company meetings and special projects.

Skills

Client communication

Tax software knowledge

CRM usage

Problem solving

Education

Bachelor's degree in tax, business or related subjects

CPA/JD/LLM preferred

Tools

CRM software

Job description

You will provide product support for our tax software clients via phone, email, or chat. You will maintain a high-level thoroughness in communications to clients, while balancing speed and attention to all pending requests. You will coordinate with colleagues in sales & service, product, and customer experience teams, to facilitate troubleshooting, and to document feedback.

What you will do

• Answer and evaluate front line and second line telephone, voice mail, and email requests for assistance from end users with questions regarding Tax Planning within our software or using a Bloomberg Tax Technology software product.
• Conduct problem recognition for complex technical customer issues. Handle and gather customer feedback for further research, isolation and routine follow-up.
• Provide verbal and/or written responses to technical, tax planning, tax, law, accounting and/or product functionality questions.
• Escalate more complex issues to senior staff, SMEs, or management.
• Refer billing, fulfillment and licensing issues to Customer Relations, Sales and other teams as needed.
• Log and track customer issues using a CRM, and maintain historical records and relevant problem solving documentation.
• Duplicate and document software bugs while seeking to discover and deliver suitable workarounds.
• Provide product demonstrations to prospects or train end-users on product usage.
• Assist with occasionally provide off‑hours coverage, as needed.
• Participate in company meetings, special projects and performs other duties as assigned.

You need to have

• Bachelor's degree with coursework in tax, business or related subjects, or equivalent experience.
• 2 years of product‑relevant work experience involving contact with clients in a professional environment.
• CPA certificate, JD or LLM highly preferred.
• Strong knowledge of formal principles, practices, and techniques in tax and accounting.
• Experience with income tax planning principles and software preferred.
• Ability to perform research that involves basic interpretation and analysis.

Special Requirements

• Successfully passing domain and general computer knowledge exams for this position.

Compensation Range: $70,000.00-$97,000.00

Placement in the salary range will be decided upon completion of the interview process. Salary determination will be determined based on factors including but not limited to relevant experience, demonstrated skills related to the requirements of the role, education, certifications, and geographic location.

Equal Opportunity

Bloomberg Industry Group maintains a continuing policy of non‑discrimination in employment. It is Bloomberg Industry Group's policy to provide equal opportunity and access for all persons, and the Company is committed to attracting, retaining, developing, and promoting the most qualified individuals without regard to age, ancestry, color, gender identity or expression, genetic predisposition or carrier status, marital status, national or ethnic origin, race, religion or belief, sex, sexual orientation, sexual and other reproductive health decisions, parental or caring status, physical or mental disability, pregnancy or maternity/parental leave, protected veteran status, status as a victim of domestic violence, or any other classification protected by applicable law ("Protected Characteristic"). Bloomberg prohibits treating applicants or employees less favorably in connection with the terms and conditions of employment, in all phases of the employment process, because of one or more Protected Characteristics ("Discrimination").