[Hiring] Full Service Support @TAXWELL

Role Description

This role will primarily support TaxAct as the organization helps everyday Americans file their taxes. We seek to build a team of experts in tax and technology who are customer advocates and have the mindset to reimagine the services our customers receive.

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. You will assist clients during the document gathering and preparation phase of their tax returns. This seasonal position plays a key role in helping customers understand what documentation is required, how to organize it, and how to ensure completeness and accuracy prior to filing. Candidates must have prior tax preparation experience and a valid PTIN (Preparer Tax Identification Number).

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).

Requirements

• 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.

Benefits

• Supportive, open, and inclusive atmosphere.
• Team that values your contributions.