B2B Support

Drake Software, LLC; United States; On-site; USD 21,000 - 30,000; Full time

Job summary

Taxwell seeks a seasonal B2B Support agent to deliver a delightful experience for TaxAct customers, applying your customer service, technical, and tax knowledge with clear communication. You will handle Professional, Online and Download Business product lines, offering timely assistance via phone and email, and act as a customer advocate.

You join a team focused on performance, perseverance, progress and partnership, with a flexible, service-oriented mindset in a fast-paced environment that

Qualifications

• Bachelor's degree or equivalent education preferred.
• 2+ years of tax preparation experience or equivalent preferred.
• 2+ years of experience with Internet browsers & Windows operating systems; B2B experience a plus.

Responsibilities

• Support TaxAct Professional and TaxAct Online/Download lines via phone and email.
• Provide professional, friendly support to external and internal customers.
• Troubleshoot issues and communicate with supervision for quick resolution.
• Promote teamwork and contribute to knowledge base enhancements.
• Cross-train across queues to support business demands.

Skills

Customer service excellence

Communication skills

Multitasking

Problem solving

Time management

Attention to detail

Typing 25+ WPM

Reliable internet connection

Education

Bachelor's degree or equivalent

Tools

TaxAct Professional

Job description

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‑self 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 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.

Essential Duties & 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.

Education & Experience

• 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.
• A minimum of 2 years of experience with Internet browsers & Microsoft Window’s operating systems.
• B2B experience a plus.
• 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.

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 [e-mail] or by calling 828-349-5887 to speak with a member of the HR Talent Acquisition team.