Job Description

Job Description
Role: Ticket Resolution Agent

Estimated Duration: 6+ months

Location: Phoenix, AZ (hybrid)

Position Description

Review, research, and analyze routine to moderate ticketed issues for taxpayer inquiries. Reroute ticket escalations to appropriate departments, in accordance to policies, procedures and job aids. Email appropriate documents to taxpayers regarding inquiry requests. Document and update critical information in Ticketing, TAS and supporting systems according to standard work on completion of each request. Document and track daily production utilizing tools as outlined and required. Utilize all software, databases, systems and scripts as outlined in standard work. Attend and participate in training, meetings, and huddles as required. This is a fully remote position requiring internet access with sufficient bandwidth to handle applications required for the job duties. Candidates must live in the Phoenix area and be able to attend 1st day orientation in person.

Skills Required
Basic math and computer skills Google Suite proficiency Microsoft Word and Excel proficiency

Skills Preferred
Communicating, both written and verbal Interpersonal communication Retaining knowledge Creative problem solving Multi-tasking, attention to detail and organization

Experience Required
The ideal/preferred candidate has any combination of training and experience that meet the knowledge, skills, and abilities listed above.

Education Required
High school diploma or equivalent.

Job Tags

Remote job,

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