Product Support
About The Position
As a remote seasonal Product Support Agent, you will provide phone and chat support to customers using TaxAct Online and Desktop 1040 DIY products. You will use customer service and technical expertise, along with strong communication and interpersonal skills, to help customers navigate and use the software while preparing their tax returns. This customer-facing role covers program navigation, connectivity, compatibility, usability, general product knowledge, and account or product support inquiries. The position may include cross-training to support other product lines and queues as needed.
Requirements
- At least 1 year of experience in a customer service role.
- Excellent written and verbal communication skills.
- Attention to detail.
- Ability to multitask.
- Critical thinking and strong problem-solving skills.
- Skill in using internal tools and support materials to resolve inquiries efficiently.
- Excellent time management skills.
- Professionalism and ability to help maintain a positive and productive work atmosphere.
- Typing speed of at least 25 WPM.
- Must have or be willing to obtain a private, dedicated hardwired internet connection.
Nice To Haves
- Experience providing software support in a call center environment, either work-from-home or onsite.
Responsibilities
- Provide phone and chat support for TaxAct Online and Desktop 1040 DIY products, covering program navigation, connectivity, compatibility, usability, and general product knowledge.
- Offer professional and friendly assistance to customers working on their tax returns and respond to software and product inquiries.
- Troubleshoot and resolve account and product support inquiries by applying defined practices, procedures, and company policies.
- Provide timely support to TaxAct DIY customers by phone and chat.
- Manage and respond to up to three customer chat interactions concurrently.
- Communicate trending issues to management.
- Recommend updates or new help topics and send suggestions to a supervisor.
- Promote teamwork and foster collaboration.
- Maintain a professional and positive image internally and externally.
- Use provided resources to troubleshoot and resolve customer inquiries in a timely manner.
- May cross-train on other product lines to support other queues as needed.
- Perform additional job duties as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
