Description

The Ticket Resolution Agent will be responsible for reviewing, researching, and analyzing routine to moderate ticketed issues related to taxpayer inquiries. This includes rerouting ticket escalations to the appropriate departments as per established policies and procedures, emailing relevant documents to taxpayers, and documenting critical information in ticketing systems. The role also requires tracking daily production and utilizing software and systems as outlined in standard work while actively participating in training, meetings, and huddles.

Compensation and Benefits

• Competitive hourly rate based on experience
• Opportunity for remote work
• Flexible working hours
• Participation in training and development sessions
• Background check for employment

Why you should apply for this position today

This role offers an excellent opportunity to make a difference in taxpayer service while working in a supportive and collaborative environment. You will gain experience in a fast-paced setting that values attention to detail and organizational skills, enhancing your professional repertoire.

Skills

• Basic math and computer skills
• Proficiency in Google Suite, Microsoft Word, and Excel
• Strong written and verbal communication skills
• Interpersonal communication abilities
• Creative problem-solving skills
• Multi-tasking, attention to detail, and strong organizational skills

Responsibilities

• Review, research, and analyze taxpayer inquiries and ticketed issues
• Reroute escalations to departments following policies and procedures
• Email documents related to inquiry requests to taxpayers
• Document and update information in ticketing systems after each request
• Track daily production using required tools
• Utilize software, databases, and scripts as outlined in standard work
• Attend training sessions, meetings, and huddles as required

Qualifications

• Ideal candidate should have a combination of training and experience that aligns with the skills and abilities outlined

Education Requirements

• High school diploma or equivalent

Education Requirements Credential Category

• High school diploma

Experience Requirements

• Any combination of training and experience that meets the knowledge, skills, and abilities required for the role

Why work in Phoenix, AZ

Phoenix offers a vibrant and growing metropolitan area with a rich cultural scene, beautiful desert landscapes, and a warm climate. It is an excellent location for those seeking a balance between work and leisure, with numerous outdoor activities, dining options, and community events. The city’s diverse economy provides ample job opportunities and a dynamic environment for professional growth.