Product Support

TASL TaxAct Admin Services, LLC; United States; Remote; USD 19,000 - 28,000; Part time

Job summary

Taxwell is seeking a remote seasonal Product Support Agent to deliver a delightful customer experience by applying your customer service and technical skills. You will support TaxAct Online and Desktop 1040 DIY products via phone and chat, helping customers navigate, connect, and resolve issues while maintaining a professional image.

Ideal candidates bring at least 1 year in customer service, strong communication, and the ability to multitask, with 25+ WPM typing and a private hardwired internet

Qualifications

• At least 1 year of experience in a customer service role.
• Experience providing software support in a call center environment is a plus (WFH or on‑site).
• Excellent written and verbal communication skills.
• Attention to detail and ability to multitask.
• Typing skills – 25+ WPM.
• Must have or be willing to obtain a private, dedicated hardwired internet connection.

Responsibilities

• Provide phone and chat support for TaxAct Online and Desktop 1040 DIY products.
• Assist customers with program navigation, connectivity, compatibility, usability, and general product knowledge.
• Troubleshoot and apply defined procedures to resolve inquiries.
• Manage up to three chat interactions concurrently.
• Escalate and communicate trending issues to management.

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 remote seasonal Product 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 and technical expertise along with your exceptional communication and interpersonal skills.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Major responsibilities of the seasonal Product Support Agent position are listed below.
• To perform the job successfully, 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 support operations through phone and chat for the TaxAct Online and Desktop 1040 DIY products.
• The scope of support includes program navigation, program connectivity, program compatibility, program usability, and general product knowledge.
• Provide professional and friendly support to our customers who are working on their tax returns with product/software inquiries.
• Troubleshoot and apply defined practices, procedures, and company policies to troubleshoot and resolve account and product support customer inquiries.
• Provide timely phone and chat support to TaxAct DIY customers.
• 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 them to supervisor.
• Promote teamwork 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‑trained on other product lines in order to support other queues, as needed.
• Additional job duties as needed.

EXPERIENCE & EDUCATION:

• At least 1 year of experience in a customer service role.
• Experience providing software support in a call center environment is a plus (WFH or on‑site).
• Excellent written and verbal communication skills.
• Attention to detail.
• Ability to multitask.
• Critical thinking and strong problem‑solving skills.
• Skilled in utilizing internal tools and support materials for efficient resolution.
• Excellent time management skills.
• Demonstrates professionalism and helps maintain a 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 [e-mail] or by calling 828-349-5887 to speak with a member of the HR Talent Acquisition team.

Taxwell is the leading digital tax filing platform formed from the combination of Drake Software® and TaxAct®. These two longstanding organizations offer customers do‑it‑self digital and downloadable products that are easy‑to‑use, best‑in‑class technology, and provide unparalleled customer support. Taxwell brands are the trusted solution to make taxes easy for the most complex users. TaxAct offers income tax preparation software directly to consumers and tax professionals. The process of filing taxes is highly personal and can be extremely complex. At TaxAct we aim to help every customer accurately file their taxes while simultaneously identifying opportunities to improve their financial situation. Since 2000, TaxAct has helped file over 90 million returns through TaxAct consumer and professional software. We believe that everyone should be empowered to do their own taxes, have the proper resources to claim the money they deserve and receive support to make informative financial decisions. Drake Software has a long history providing top‑tier professional tax preparation software. Since 1977, Drake has provided services to over 70,000 tax professionals nationwide that have filed over 40 million tax returns each year. Drake products are designed to assist our customers efficiently prepare and e‑file individual and business returns, so they can focus on serving their clients. Applicant Privacy Notice