Product Support

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

📋 Description

• Deliver phone and chat assistance for TaxAct Online and Desktop 1040 DIY products

• Aid in program navigation, connectivity, compatibility, usability, and overall product knowledge

• Offer professional and friendly support for customers with inquiries regarding tax return products/software

• Diagnose and resolve account and product support questions using established practices, procedures, and company policies

• Provide prompt phone and chat support to TaxAct DIY clients

• Handle and respond to up to three customer chat interactions simultaneously

• Report trending issues to management

• Suggest updates and/or new help topics to the supervisor

• Encourage teamwork and support collaboration

• Maintain a professional and positive image both internally and externally

• Utilize available resources to troubleshoot and resolve customer inquiries efficiently

• May receive cross-training on other product lines to assist with additional queues as required

• Perform other job responsibilities as necessary

⛳️ Requirements

• Minimum of 1 year experience in a customer service position

• Experience in providing software support within a call center setting is advantageous (WFH or on-site)

• Outstanding written and verbal communication abilities

• Strong attention to detail

• Capability to multitask effectively

• Critical thinking and robust problem-solving skills

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

• Excellent time management capabilities

• Exhibits professionalism and contributes to a positive and productive work environment

• Typing proficiency – 25+ WPM required

• Must possess (or be willing to secure) a private, dedicated hardwired internet connection

🏝️ Benefits

• Seasonal employment opportunity

• Remote work arrangement