[Hiring] Product 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 Product Support Agent, you will play an important role in delivering a delightful experience that unlocks every tax advantage for our customers by leveraging your customer service and technical expertise along with your exceptional communication and interpersonal skills.

Qualifications

• At least 1 year of experience in a customer service role.
• Experience providing software support in a call center environment is a plus (WFH or on-site).
• Excellent written and verbal communication skills.
• Attention to detail.
• Ability to multitask.
• Critical thinking and strong problem-solving skills.
• Skilled in utilizing internal tools and support materials for efficient resolution.
• Excellent time management skills.
• Demonstrates professionalism and helps maintain a positive and productive work atmosphere.
• Typing skills – 25+ WPM required.
• Must have (or be willing to obtain) a private, dedicated hardwired internet connection.

Requirements

• Responsible for support operations through phone and chat for the TaxAct Online and Desktop 1040 DIY products.
• The scope of support includes program navigation, program connectivity, program compatibility, program usability, and general product knowledge.
• Provide professional and friendly support to our customers who are working on their tax returns with product/software inquiries.
• Troubleshoot and apply defined practices, procedures, and company policies to troubleshoot and resolve account and product support customer inquiries.
• Provide timely phone and chat support to TaxAct DIY customers.
• Ability to manage and respond to up to three (3) customer chat interactions concurrently.
• Communicate trending issues to management.
• Recommend updates and/or new help topics and send them to supervisor.
• Promote teamwork and foster collaboration.
• Convey a professional and positive image internally and externally.
• Effectively use provided resources to troubleshoot and resolve customer inquiries in a timely manner.
• 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.