B2B Support

TAXWELL•Haverford, PA

1d•Onsite

About The Position

As a seasonal B2B 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, technical, and tax expertise along with your exceptional communication and interpersonal skills. 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.

Requirements

A minimum of 2 years of experience with Internet browsers & Microsoft Window’s operating systems.
Excellent written and verbal communication skills.
Attention to detail.
Ability to multitask.
Strong problem-solving skills.
Excellent time management skills.
Helps to maintain a positive work environment.
Typing skills – 25+ WPM required.
Must have (or be willing to obtain) a private, dedicated hardwired internet connection.

Nice To Haves

TaxAct Professional user strongly preferred.
Bachelor’s degree in accounting or computer-related field or equivalent education, training, or work experience preferred.
2 plus years of tax preparation experience or equivalent preferred.
B2B experience a plus.

Responsibilities

Responsible for support operations for the TaxAct Professional product lines through phone and email. The scope of support includes program connectivity, program compatibility, program navigation, program usability, program installation, and general product knowledge.
Responsible for support operations for the TaxAct Online and Download Business product lines. The scope of support includes program connectivity, program compatibility, program navigation, program usability, program installation, and general product knowledge.
Provide backup support for Professional Sales as needed.
Provide professional and friendly support to all external and internal customers.
Troubleshoot and research customer issues and, when appropriate, clearly communicate them to your supervisor for a quick resolution.
Provide timely phone and email support responses to TaxAct customers.
Communicate trending issues to management.
Based on customer interactions, propose needed responses for the knowledge database.
Routinely promote teamwork and foster collaboration.
Convey a professional and positive image internally and externally.
Cross train and assist on different queues as needed to support overall operation and business demands.
Additional job duties as needed.