Remote Bilingual Customer Support Pro (Spanish/English)

TaxAct; United States; Remote; USD 21,000 - 28,000; Full time

Job summary

Taxwell is seeking a Remote Seasonal Bilingual Customer Service Representative to support Drake Software across the tax professional community. The role requires fluent Spanish and English and runs from November through April.

You will diagnose and resolve technical inquiries via phone, email and live chat, document interactions, and maintain excellent customer service with empathy and reliability. A dedicated hardwired internet connection is required.

Qualifications

• Must be fluent in Spanish and English.
• High School diploma or GED.
• At least 1 year of customer service experience in a call center, preferably software support.
• Proficiency with essential computer applications and accurate data entry.
• Prior experience in telemarketing, retail, or customer relations preferred.
• Strong customer service skills with empathy and rapport-building.
• Excellent verbal communication and active listening skills.
• Must have or be willing to obtain a private, dedicated hardwired internet connection.

Responsibilities

• Diagnose, troubleshoot, and resolve technical inquiries from tax professionals via phone, email and live chat, ensuring prompt and accurate solutions.
• Interviews end user to determine root cause and guides through troubleshooting steps.
• Manages problem identification, research, isolation, resolution, and follow-up with complex issues with escalation as needed.
• Accurately document and track all customer interactions and resolutions for continuous improvement.
• Deliver exceptional, empathetic service to maximize customer satisfaction.
• Follow established best practices, scripts, and directions from management.
• Maintain consistent, reliable attendance and adhere to shifts.

Skills

Bilingual Spanish/English

Education

High School diploma or GED

Job description

Taxwell is seeking a Remote Seasonal Bilingual Customer Service Representative to support Drake Software across the tax professional community. The role requires fluent Spanish and English and runs from November through April.

You will diagnose and resolve technical inquiries via phone, email and live chat, document interactions, and maintain excellent customer service with empathy and reliability. A dedicated hardwired internet connection is required.