Offer summary

Qualifications:

Strong communication skills for phone and video support., Basic technical knowledge related to tax software., Ability to analyze and resolve customer issues effectively., High school diploma or equivalent; prior customer service experience is a plus..

Key responsibilities:

Assist customers with tax software navigation via phone and video.

Research and resolve technical support inquiries.

Document customer interactions and issue resolutions.

Provide empathetic service and escalate complex issues when necessary.

Job description

This is a remote position.

Inbound phone and video customer service/technical support. Handle technical support questions via phone, with video capability.
Research, analyze and determine an appropriate course of action for Tax Software customers.
Interact with customers via phone focusing on software navigation questions as well as assisting customer with locating prior years’ returns and amendments.
Serve as ambassador for the Tax Software Provider brand; take a caring and empathetic approach to customer interactions and/or escalation to a higher level of expertise.
Document all issues, resolution and follow up actions
Customer Service Agents that provide service during the peak season (January – May, 2018) will be required to use screen share to assist customers via one-way video.

Salary:

Contact S & E Group

Required profile