Product Support

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

📋 Description

• Responsible for providing support operations via phone and chat for the TaxAct Online and Desktop 1040 DIY products.

• Deliver professional and friendly assistance to customers engaging with their tax returns related to product and software inquiries.

• Troubleshoot and apply established practices, procedures, and company policies to resolve customer inquiries regarding account and product support.

• Offer prompt phone and chat support to TaxAct DIY customers.

• Capable of managing and responding to up to three (3) customer chat interactions simultaneously.

• Report trending issues to management.

• Suggest updates or new help topics and forward them to the supervisor.

• Encourage teamwork and promote collaboration.

• Present a professional and positive image both internally and externally.

• Effectively utilize provided resources to troubleshoot and resolve customer inquiries in a timely manner.

• May receive cross-training on other product lines to assist with different queues.

• Perform additional job duties as required.

⛳️ Requirements

• Minimum of 1 year of experience in a customer service position.

• Experience in providing software support within a call center environment is advantageous.

• Exceptional written and verbal communication skills.

• Strong attention to detail.

• Ability to handle multiple tasks simultaneously.

• Critical thinking and robust problem-solving abilities.

• Proficient in using internal tools and support materials for efficient issue resolution.

• Excellent time management skills.

• Demonstrates professionalism and contributes to a positive, productive work environment.

• Typing skills of 25+ WPM are required.

• Must have (or be willing to obtain) a private, dedicated hardwired internet connection.

🏝️ Benefits

• Health insurance.

• Retirement plans.

• Paid time off.

• Flexible work arrangements.

• Professional development opportunities.