This is a fully remote position, open to applicants in United States.

📋 Description

• Diagnose, troubleshoot, and resolve inquiries from tax professionals through phone communications.

• Conduct interviews with end users to gather information about issues and guide them through diagnostic and troubleshooting steps.

• Identify, research, isolate, and resolve the majority of user-related problems.

• Collaborate with designated staff on complex issues that require advanced support and resolution.

• Accurately document and track customer interactions and their resolutions.

• Promptly follow up on any unresolved issues.

• Provide exceptional and empathetic customer service to enhance positive customer relationships.

• Adhere to established best practices, procedures, scripts, and management guidance.

• Maintain reliable attendance and comply with scheduled shifts.

⛳️ Requirements

• A minimum of 3 years of prior experience using Drake Software.

• At least 3 years of proficient experience with Drake Software, including comprehensive product navigation and utilization.

• Possess navigational awareness and critical thinking abilities.

• Basic computer skills and keyboarding proficiency.

• Excellent customer service skills.

• Ability to establish rapport and show empathy towards customers through friendly, courteous, and helpful interactions.

• Strong verbal and written communication skills, including proper grammar, active listening, and clear voice and diction.

• Strong reading comprehension and critical thinking skills.

• A genuine desire to assist others and a commitment to delivering outstanding service.

• High attention to detail and accuracy.

• Capability to communicate clearly and concisely in both written and oral formats.

• Ability to understand varying levels of training and follow directions accurately.

• Commitment to meeting and surpassing client expectations.

• Dependability and professionalism are essential.

🏝️ Benefits

• Supportive, open, and inclusive work environment.

• Equal opportunity employment.

• Disability assistance or accommodations available during the hiring process.