Product Support

TAXWELL•Haverford, PA

1d•Remote

About The Position

Taxwell helps everyday Americans get every tax advantage they deserve by finding credits and deductions they never even knew existed. Our tax preparation software offers easy guidance and ensures your maximum tax refund. We strive to build a team of like-minded experts in both tax and technology who align with our brand purpose, are advocates for our customers and have a fresh, non-traditional approach to the tax industry. TaxAct is a leading digital tax filing platform which offers customers do-it-yourself digital and downloadable products that are easy-to-use, best-in-class technology, and provide unparalleled customer support. We are a trusted solution for all users including those with complex tax returns. We strive to attract and retain candidates who exemplify our values: performance, perseverance, progress and partnership. TaxAct is a member of the Taxwell family of products. We are an organization of forward thinkers looking to add industry experts to our growing team. 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. POSITION SUMMARY: As a remote seasonal Product 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 and technical expertise along with your exceptional communication and interpersonal skills.

Requirements

At least 1 year of experience in a customer service role.
Experience providing software support in a call center environment is a plus (WFH or on-site).
Excellent written and verbal communication skills.
Attention to detail.
Ability to multitask.
Critical thinking and strong problem-solving skills.
Skilled in utilizing internal tools and support materials for efficient resolution
Excellent time management skills.
Demonstrates professionalism and helps maintain a positive and productive work atmosphere
Typing skills – 25+ WPM required.
Must have (or be willing to obtain) a private, dedicated hardwired internet connection.

Responsibilities

Responsible for support operations through phone and chat for the TaxAct Online and Desktop 1040 DIY products.
The scope of support includes program navigation, program connectivity, program compatibility, program usability, and general product knowledge.
Provide professional and friendly support to our customers who are working on their tax returns with product/software inquiries.
Troubleshoot and apply defined practices, procedures, and company policies to troubleshoot and resolve account and product support customer inquiries.
Provide timely phone and chat support to TaxAct DIY customers.
Ability to manage and respond to up to three (3) customer chat interactions concurrently.
Communicate trending issues to management.
Recommend updates and/or new help topics and send them to supervisor.
Promote teamwork and foster collaboration.
Convey a professional and positive image internally and externally.
Effectively use provided resources to troubleshoot and resolve customer inquiries in a timely manner.
May be cross-trained on other product lines in order to support other queues, as needed.
Additional job duties as needed.