[Hiring] Full Service Support @TAXWELL

Role Description

This role will primarily support TaxAct as the organization helps everyday Americans file their taxes. As a remote, seasonal Full Service Support, you will play an important role in delivering a delightful experience that seeks to unlock tax advantages for our customers by leveraging your tax expertise and exceptional communication and interpersonal skills.

• Assist clients during the document gathering and preparation phase of their tax returns.
• Help customers understand what documentation is required, how to organize it, and how to ensure completeness and accuracy prior to filing.

Essential Duties & Responsibilities

• Assist customers in identifying and gathering the appropriate tax documents needed to complete their returns.
• Answer questions related to tax forms, income documents (W-2s, 1099s, etc.), deductions, and filing requirements.
• Provide clear, professional, and friendly support via phone, chat, and email during the early stages of tax return preparation.
• Troubleshoot issues and offer guidance using internal tools, IRS resources, and standard procedures.
• Leverage prior tax preparation knowledge to help customers ensure they are compiling accurate and complete information.
• Communicate recurring questions or document-related challenges to management.
• Contribute to updates and improvements in the internal knowledge base and support materials.
• Maintain confidentiality and adhere to all compliance and data security standards.
• Uphold a professional image and represent TaxAct with integrity and care.
• May be cross-trained on other product lines in order to support other queues, as needed.
• Additional job duties as needed.

Qualifications

• Previous experience preparing individual tax returns (Form 1040), including federal and state returns.
• Valid PTIN issued by the IRS.
• Basic knowledge of tax laws and tax concepts.
• Excellent written and verbal communication skills.
• Strong attention to detail with the ability to multitask effectively.
• Critical thinking and strong problem-solving skills.
• Excellent time management skills and the ability to prioritize tasks in a high-volume environment.
• Demonstrated persistence and determination in resolving customer concerns.
• Helps maintain a positive, collaborative work environment.
• Must have (or be willing to obtain) a private, dedicated hardwired internet connection.
• Some experience providing support in a call center environment (work-from-home or on-site) is a plus.
• Ability to work extended hours during peak tax season (January-April).

Preferred Qualifications

• Experience with TaxAct or similar tax preparation software.
• Customer service experience, especially in tax, accounting, or finance.

Benefits

• At Taxwell, we believe our work benefits from the diverse perspectives of our employees.
• Taxwell welcomes and celebrates diversity and inclusion and is committed to equal opportunity employment.
• Expect a supportive, open, and inclusive atmosphere and a team that values your contributions.