US Tax- Analyst

The role aims to provide efficient technical support to the process and address client issues promptly to meet process SLAs. You will be responsible for managing transactions, handling client inquiries via phone or email, documenting user information and issues, updating availability in the system, tracking and documenting all queries, following standard procedures, and resolving client issues within defined SLAs. You will need to access internal knowledge bases, learn product details, analyze call logs, maintain self-help documents, escalate serious issues to the team leader, ensure proper disclosure of information to clients, and comply with service agreements to avoid legal challenges. Your focus will be on delivering excellent customer service by diagnosing and troubleshooting client queries, providing product support, guiding users through solutions, assisting with product navigation, and maintaining records of customer interactions. To ensure operational excellence and superior customer service, you will undertake product trainings, enroll in client-specific trainings, collaborate with team leaders on training themes, and update your job knowledge through self-learning opportunities. Performance will be measured based on the number of cases resolved per day, compliance with quality standards and SLAs, Pulse score, customer feedback, productivity, efficiency, absenteeism, training hours, and completion of technical trainings.,