Full Service Support

Drake Software, LLC; United States; Remote; USD 18,000 - 24,000; Full time

Job summary

Taxwell, part of the TaxAct family, seeks a remote, seasonal Full Service Support specialist to assist clients with document gathering and tax return preparation. You will leverage tax knowledge and excellent communication to guide customers through W-2s, 1099s, and deductions during peak season.

Candidates must have prior tax preparation experience, a valid PTIN, and a reliable internet connection, with support via phone, chat, and email.

Qualifications

• Prior tax preparation experience and a valid PTIN are required.
• Experience with 1040 federal and state returns is preferred.
• Strong written and verbal communication with attention to detail.

Responsibilities

• Assist clients in identifying and gathering the necessary tax documents.
• Answer questions related to tax forms, income documents, deductions, and filing requirements.
• Provide clear support via phone, chat and email during early tax return preparation.
• Troubleshoot issues and guide using internal tools and IRS resources.
• Contribute to updates in the internal knowledge base and ensure data confidentiality.

Skills

Tax preparation

PTIN valid

Customer service

Communication

Remote work

Tools

TaxAct software

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-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 Full Service Support, you will play an important role in delivering a delightful experience that seeks to unlock tax advantages for our customers by leveraging your tax expertise and exceptional communication and interpersonal skills. You will assist clients during the document gathering and preparation phase of their tax returns. This seasonal position plays a key role in helping customers understand what documentation is required, how to organize it, and how to ensure completeness and accuracy prior to filing. Candidates must have prior tax preparation experience and a valid PTIN (Preparer Tax Identification Number).

Essential Duties & Responsibilities

• Assist customers in identifying and gathering the appropriate tax documents needed to complete their returns.
• Answer questions related to tax forms, income documents (W-2s, 1099s, etc.), deductions, and filing requirements.
• Provide clear, professional, and friendly support via phone, chat and email during the early stages of tax return preparation.
• Troubleshoot issues and offer guidance using internal tools, IRS resources, and standard procedures.
• Leverage prior tax preparation knowledge to help customers ensure they are compiling accurate and complete information.
• Communicate recurring questions or document-related challenges to management.
• Contribute to updates and improvements in the internal knowledge base and support materials.
• Maintain confidentiality and adhere to all compliance and data security standards.
• Uphold a professional image and represent TaxAct with integrity and care.
• May be cross-trained on other product lines in order to support other queues, as needed.
• Additional job duties as needed.

Required Qualifications and Skills:

• Previous experience preparing individual tax returns (Form 1040), including federal and state returns.
• Valid PTIN issued by the IRS.
• Basic knowledge of tax laws and tax concepts.
• Excellent written and verbal communication skills.
• Strong attention to detail with the ability to multitask effectively.
• Critical thinking and strong problem-solving skills.
• Excellent time management skills and the ability to prioritize tasks in a high-volume environment.
• Demonstrated persistence and determination in resolving customer concerns.
• Helps maintain a positive, collaborative work environment.
• Must have (or be willing to obtain) a private, dedicated hardwired internet connection.
• Some experience providing support in a call center environment (work-from-home or on-site) is a plus.
• Ability to work extended hours during peak tax season (January-April).

Preferred Qualifications

• Experience with TaxAct or similar tax preparation software.
• Customer service experience, especially in tax, accounting, or finance.

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.