Job Description
Job Description
NOTE: ONLY FOR PUERTO RICO CANDIDATES.
We are building the best workplace for thinkers, experts, service agents, designers, and developers to come together to innovate, grow, and truly make an impact in other peoples' lives through technology.
We are proud creators of:
- Expert Tax - tax preparation software for accountants in Puerto Rico
- Taxmania - tax preparation software for citizens of Puerto Rico
- Edi - a document management software to modernize the digital office
- Follow It - case management software
We serve over 150,000 customers every year. It is paramount for us to deliver quality software solutions and provide “above and beyond” customer experiences to ensure the highest level of customer satisfaction.
Our company values ground us and guide us:
- Passion
- Innovation
- Playfulness
- Honesty
- Customer Satisfaction
- Growth
- Discernment
If you are passionate about delivering outstanding customer support and would love to work in a fun, team-oriented, and creative environment, we are looking for YOU!"
What will you do?
- Respond to customer inquiries with our customer service platforms providing accurate and empathetic support.
- Assist in resolving cases related to tax filing, calculations, form validations, or program configuration.
- Explain tax concepts to clients in simple and professional terms, ensuring clarity and trust.
- Maintain documentation and follow-up for each case to ensure timely and consistent communication.
- Identify and document recurring tax or system-related issues, collaborating with QA and Product for validation.
- Participate in pre-release testing and validation of new features or tax updates.
- Collaborate with the Tax Compliance team to verify calculations, XML generation, and regulatory consistency.
- Contribute feedback that enhances product usability and tax accuracy.
- Review and validate AI-generated responses to ensure accuracy, tone, and compliance.
- Contribute to the creation or improvement of help center articles and internal guides.
- Provide insights and recommendations to improve AI performance and client experience.
Our candidate must:
- Be available on a full-time basis, from Monday to Friday 9:00am-6:00pm.
- Be available to work from home and in San Juan.
- 1–2 years of experience in customer service, accounting, or software support.
- Familiarity with software systems and troubleshooting processes.
- Proficiency with CRM systemand other customer management tools.
- Associate’s or Bachelor in Business Administration (BBA), or related fields
Nice to have:
- Analytical mindset with curiosity.
- Empathy and strong customer communication.
- Team collaboration and adaptability.
- Organizational and documentation discipline.
- Positive and professional attitude toward challenges.
- Proficient analytical, documentation, and communication skills preferred (Spanish and English).
- Basic understanding of tax preparation concepts and Puerto Rico tax forms (e.g., 480, 482, 1040PR, 1040SS, etc.).
What's in it for you?
- A very valuable experience on a friendly, flexible and collaborative environment.
- The opportunity to work with high level professionals in the software industry.
- Perks!: High quality coffee, ping pong table, gym equipment, team activities, hybrid work culture and so much more!
If you believe you can add value to our team, we want to meet YOU!
At CEGsoft we are committed to creating an inclusive environment for all employees. The Company's policy is not to unlawfully discriminate against any applicant or employee on the basis of race, color, sex, religion, sexual orientation, gender identity, gender expression, national origin, age, disability status, genetic information, military or veteran status or any other applicable legally protected considerations made unlawful by federal, state, or local laws.