Remote Tax Software Support Specialist (Contract)

Thomson Reuters; United States; Remote; USD 48,000 - 55,000; Part time

Job summary

Tundra Technical Solutions is seeking a Product Support Associate Contractor to support UltraTax CS customers remotely. You will handle inquiries via phone and chat, troubleshooting software issues, and guiding users through solutions to ensure satisfaction.

This contract role covers 4 months 18 days with varied shifts during peak periods, focusing on timely issue resolution, data security, and collaboration with internal teams to drive product improvements.

Qualifications

• High school diploma or equivalent required; associate degree or equivalent workforce experience preferred. Bachelor’s degree in a related field is a plus.
• Proven experience in a technical support role within a customer-focused environment.
• Demonstrated knowledge of troubleshooting methodologies for software and hardware.
• Ability to maintain confidentiality and handle sensitive customer information with integrity.
• Progression to production may be contingent on successful completion of training.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone and/or chat, delivering exceptional technical support.
• Troubleshoot and resolve technical issues related to software, escalating complex issues as needed.
• Guide clients through step-by-step solutions, ensuring clear communication and customer understanding.
• Document customer interactions, comments, complaints, and actions taken with accuracy and attention to detail.
• Follow up with customers to ensure resolution and satisfaction.
• Collaborate with product development and other internal teams to communicate customer feedback, identify recurring issues, and support product improvements.
• Efficiently utilize internal resources and demonstrate strong time management to meet departmental goals.
• Stay current with technological trends and updates to provide accurate and effective support.
• Participate in training and deliver on-demand coaching to enhance technical and customer service skills.
• Adhere to all company policies and procedures, including data security and privacy guidelines.
• Ensure adherence to departmental processes and procedures and assist with other tasks as assigned.

Skills

Technical support experience

Customer service excellence

Troubleshooting methodologies

Communication skills

Remote support tools

Time management

Data security awareness

Education

High school diploma or equivalent

Associate degree or equivalent workforce experience

Bachelor’s degree in a related field is a plus

Job description

Tundra Technical Solutions is seeking a Product Support Associate Contractor to support UltraTax CS customers remotely. You will handle inquiries via phone and chat, troubleshooting software issues, and guiding users through solutions to ensure satisfaction.

This contract role covers 4 months 18 days with varied shifts during peak periods, focusing on timely issue resolution, data security, and collaboration with internal teams to drive product improvements.