Entry-Level Tax Software Support Specialist

TASL TaxAct Admin Services, LLC; Franklin (NC); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Competitive compensation including 401

Full medical, dental, vision, and life

Generous paid vacation and holidays

401(k) with company match

Career development opportunities

Collaborative and supportive culture

Job summary

Taxwell seeks a dedicated support professional to help tax professionals use Drake Software’s product suite to grow and serve their clients. You will diagnose, troubleshoot, and resolve inquiries via phone, email, and live chat, while documenting every interaction for continuous improvement.

The role emphasizes empathy, strong communication, and adherence to scripts and best practices, with a focus on maximizing customer experience and timely problem resolution.

Qualifications

• High school diploma or GED.
• Proficiency with essential computer applications and accurate data entry.
• Prior experience in telemarketing, retail, or customer relations preferred.
• Strong customer-service skills, including empathy, rapport building, and courteous communication.
• Excellent verbal communication, clear articulation, professional phone presence, and active listening.
• Strong reading comprehension and critical-thinking skills.

Responsibilities

• Diagnose, troubleshoot, and resolve technical inquiries from tax professionals via phone, email, and live chat.
• Interview end users to determine root causes and guide troubleshooting steps.
• Recognize problems, conduct research, isolate issues, and provide resolutions, escalating only when required.
• Accurately document and track all customer interactions and resolutions for continuous improvement.
• Follow up on unresolved problems in a timely manner.
• Maintain consistent, reliable attendance and adherence to scheduled shifts.
• Deliver exceptional, empathetic service to maximize customer experience.
• Adhere to established best practices, procedures, scripts, and management direction.

Skills

Empathy

Rapport building

Courtesy

Active listening

Verbal communication

Reading comprehension

Critical thinking

Customer service

Education

High school diploma

Tools

Office Suite

Job description

Taxwell seeks a dedicated support professional to help tax professionals use Drake Software’s product suite to grow and serve their clients. You will diagnose, troubleshoot, and resolve inquiries via phone, email, and live chat, while documenting every interaction for continuous improvement.

The role emphasizes empathy, strong communication, and adherence to scripts and best practices, with a focus on maximizing customer experience and timely problem resolution.