Field Support Agent

ABOUT THE ROLE

Provide live Level 1 technical and functional support to Canadian Tax Associates. Resolve product, process, and tax queries so field teams can serve clients during tax season and throughout the year.

KEY RESPONSIBILITIES

• Manage Level 1 incidents in the ticketing system triage, resolve, document, and close.
• Troubleshoot software, hardware, access, tax-filing, and productivity issues.
• Support CRA issues, EFILE errors, Autofill My Return codes, Instant Refund codes, tax software, billing.
• Escalate complex issues to Level 2 with complete context.
• Flag recurring problems and stay current on products, systems, and procedures.

WORK SCHEDULE

• Off-season (May–November): Night shift, Monday–Friday.
• Busy season (December–April): Night shift, 6 days per week, rotational weekly off.

QUALIFICATIONS

• Strong computer literacy (Windows, Excel, Word) and the ability to learn new systems quickly.
• Clear written and verbal communication; strong organization, problem-solving, and attention to detail.
• Able to work independently and in a fast-paced support team, following defined procedures.
• Available for a full night shift year-round, including a six-day week in busy season.
• Preferred: bilingual English/French; tax support, contact-centre, or Canadian tax software experience.