Internal Opportunity: Technical Support Specialist - Sprintax Calculus

Clune Tech is a world-leading provider of international taxation, finance, and fulfilment services to clients in over 100 countries ranging from blue-chip financial service companies to individual investors & cross-border workers.

Sprintax, part of Clune Tech, is a web-based tax return preparation software that provides a number of tax related services to non-residents in the United States. We help thousands of international visitors such as students, scholars, teachers, trainees, researchers, work and travel participants and other foreign individuals that are temporary in the United States each year with the preparation of their tax returns.

The Calculus Software is helping universities and employers handle their nonresident employees and participants, identifying their residence status, tax treaty legibility and preparing and filing forms 1042-S for them and Form 1042.

Currently we are looking for a Technical Support Specialist to join the dynamic team and help Calculus customers use the software at its best, advise them on new features and responding to queries regarding any issues with the Calculus Software.

Responsibilities:

1. User Assistance & Troubleshooting

• Provide first-level support for Sprintax Calculus users, addressing system-related questions and issues.
• Assist clients with account setup, system navigation, and troubleshooting errors.
• Guide users through system functionalities, ensuring they can efficiently use the platform.
• Ensure customer queries from email and ZenDesk are handled in a timely and professional manner.

2. Issue Resolution & Escalation

• Diagnose technical issues related to login, system performance, data uploads, and integrations.
• Escalate tax-related inquiries to the Tax Expert team when necessary.
• Work with developers and product teams to report and resolve software bugs and system inefficiencies.

3. Reporting & Testing Issues

• Identify, document, and report system bugs, technical issues, and user-reported errors to the Development team.
• Assist with testing fixes, new releases, and system updates to ensure issues are resolved before deployment.
• Provide feedback on user experience and system improvements based on reported issues.

4. Knowledge Base & Documentation

• Contribute to improving the ZenDesk knowledge base with updated troubleshooting steps and user guides.
• Develop user-friendly support guides, FAQs, and troubleshooting resources.
• Conduct training sessions and webinars for new and existing clients to ensure proper system usage.
• Assist in maintaining an updated knowledge base for customer self-service.

5. Collaboration with Internal Teams

• Provide feedback to the product team on recurring technical issues and potential system improvements.
• Work with the sales and onboarding teams to ensure smooth client transitions to the Sprintax Calculus platform.
• Assist in testing system updates and new features before deployment.

6. Customer Experience & Satisfaction

• Ensure quick and efficient resolution of technical issues to enhance user experience.
• Gather client feedback to identify common challenges and suggest improvements to the system.
• Maintain a high level of professionalism and customer service in all interactions.

Benefits

What’s in it for you?

• Flexible Working Policy with a combination of remote and office working*
• Multisport Cards
• 22 Annual Leave Days for all employees plus additional days with length of service
• Lifework days: ½ day each quarter to get your life work done
• Flex hours where you can work your 40 hours across 4.5 days
• Additional Health Insurance including dental and vision care
• Team Buildings & Parties
• Life Insurance
• Refer a Friend Bonus
• Discounts across various stores, theatres, restaurants
• Employee CSR Programme, CluneTech Cares, with one paid Volunteer Day per year
• CluneTech Life – corporate wellness program
• Monthly Food Vouchers
• Company Paid Trainings & Learning Accounts
• #OneTeam Awards and Annual Employee of the Year Awards
• Milestone Recognition Program
• Free Sports: Football, Tennis, Volleyball
• Employee Assistance Program
• Meeting Free Days – a specific no meeting day where we encourage no meetings so you (and your team) can focus on getting things done!

We would like to thank you for your interest in this role. Please note that only shortlisted applicants will be contacted for an interview.

At Sprintax, we’re proud to be an equal opportunities employer. Qualified applicants will be considered without discrimination on the basis of gender, marital status, family status, sexual orientation, religion, age, disability and race. This position is also suitable for individuals with permanent impairments (with ≥50% incapacity) who have no medical preventatives to be employed.

The advertisement is suitable for candidates with disabilities who have no medical contraindications to work with a Video Display and significant visual strain.

Please note that when applying for a position with CluneTech, you voluntarily submit your personal data. This data will be processed for the following purposes: selection of candidates for this position; selection of candidates for future positions occurring within the next 6 months, unless you explicitly state your disagreement; connecting with candidates in connection with the objectives of labor market selection and research; signing an employment or other type of contract. Personal data provided for these purposes will be retained for up to 6 months. You have the right to request the deletion, correction or blocking of personal data.