Sr. Associate - GST Client Engagement and Support Lead

Requirements:

• Educational Qualification: BCS, MCS, BCA, MCA or equivalent degree in trade/commerce stream with domain knowledge in indirect taxation. 
• Prior work experience in tax software solution or tax advisory companies preferred.
• Ability to effectively service large portfolio of customers
• Excellence in Interpersonal Skills with strong command on spoken and written communication skills
• Ability to thrive in a multi-tasking environment

Roles and Responsibilities:

• Guide a team of customer support associates on customer issue investigation and resolution by applying understanding of GST compliance requirements, GSTN APIs, Eway Bill APIs and E-Invoicing APIs etc.
•   Logging and keeping records of customer/employee queries
• Analysing call logs so you can spot common trends and underlying problems, to guide support team
• Updating self-help documents or preparing FAQ’s, to build knowledge base of support team on issues raised by ASP Partners and Corporates.
• Ensure timely response to customers with accurate guidance for issue resolution, by measuring the performance of support team on response SLA and quality of response.
• Manage ongoing interaction with key client relationships to build the relationship to level of being the preferred and only service provider for GST compliance requirements.
• Manage monthly billing operations across customer portfolio – including a good control on receivable ageing and reporting to management on realization delays which require management intervention.
• Manage regular interaction with GST Network for customer issues. Build a strong relationship with GST Network to achieve quicker turnaround from GSTN on deliverables.
• Keep a close watch on any updates from GSTN and/or the ASP-GSP ecosystem, to convey relevant updates to our customer portfolio.