Product Support

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.

TaxActis 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 retaincandidates who exemplify our values: performance, perseverance, progressand partnership. TaxActis a member of the Taxwellfamily 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 seekto build a team of experts in tax and technology who are customer advocatesand have the mindset toreimagine the services our customers receive.

POSITION SUMMARY:

As a remote seasonal Product SupportAgent, you will play an important roleindelivering a delightful experience that unlockseverytaxadvantageforourcustomersbyleveragingyourcustomerserviceandtechnicalexpertisealongwithyour exceptional communication and interpersonal skills.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Majorresponsibilitiesofthe seasonalProductSupportAgent positionarelistedbelow.Toperform thejobsuccessfully,the individual must be able to execute each essential duty satisfactorily. This is a seasonal, customer-facing position providing support to our external customers.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Responsible for supportoperationsthrough phone and chatfor the TaxActOnline and Desktop 1040DIYproducts.The scope of support includes program navigation, program connectivity, program compatibility, program usability, and general product knowledge.

• Provideprofessionalandfriendlysupporttoourcustomerswhoareworkingontheirtaxreturnswithproduct/software inquiries.Troubleshootandapplydefinedpractices,procedures,andcompanypoliciestotroubleshootandresolve account and product support customer inquiries.

• Provide timelyphoneand chatsupport to TaxActDIYcustomers.

• 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 themto supervisor.

• Promoteteamwork 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-trainedon other product lines in order tosupport other queues, as needed.

• Additionaljob duties as needed.

EXPERIENCE & EDUCATION:

• At least 1 year of experience in a customer service role.

• Experienceprovidingsoftwaresupportinacallcenterenvironmentisaplus(WFHoron-site).

• Excellentwrittenandverbalcommunicationskills.

• Attentiontodetail.

• Abilitytomultitask.

• Criticalthinkingandstrongproblem-solvingskills.

• Skilled in utilizinginternal tools and support materials for efficient resolution

• Excellenttimemanagementskills.

• Demonstrates professionalism and helps maintaina positive and productive work atmosphere

• Typing skills - 25+ WPM required.

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

At Taxwell, we believe our work benefits from the diverse perspectives of our employees. As such, Taxwell welcomes and celebrates diversity and inclusion and is committed to equal opportunity employment. At Taxwell, you can expect a supportive, open, and inclusive atmosphere and a team that values your contributions.

Taxwell is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity, veteran status, and any other status protected under applicable law. Taxwell considers information gathered in the hiring process, including information on this application, confidential, and only shares it on a need-to-know basis or as required by law.

If you need assistance or accommodation due to a disability, you may contact us at [email protected] or by calling 828-349-5887 to speak with a member of the HR Talent Acquisition team.