Tax Software Support Specialist

Drake Software; Franklin (NC); On-site; USD 32,000 - 45,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Paid vacation

401(k) with company match

Job summary

Taxwell, part of the Drake Software ecosystem, seeks a dedicated support specialist to assist tax professionals via phone, email, and live chat, diagnosing and resolving technical inquiries with empathy and clarity.

You will document interactions, follow procedures, and collaborate with staff to provide excellent service, enabling clients to grow their businesses. A High School diploma and strong communication are required; previous telemarketing or customer-relations experience is a plus.

Qualifications

• High School diploma or GED or equivalent experience required.
• Proficiency with essential computer applications and accurate data entry.
• Experience in telemarketing, retail, or customer relations preferred.
• Strong customer service skills and ability to build rapport with customers.

Responsibilities

• Diagnose, troubleshoot, and resolve technical inquiries from tax professionals via phone, email, and live chat.
• Interview end users to determine root cause and guide through troubleshooting steps.
• Document and track customer interactions and resolutions for continuous improvement.
• Deliver empathetic service to maximize customer experience and adhere to scripts.
• Maintain attendance and adherence to schedule for all shifts.

Skills

Customer service

Verbal communication

Data entry

Problem solving

Education

High School diploma or GED

Job description

Taxwell, part of the Drake Software ecosystem, seeks a dedicated support specialist to assist tax professionals via phone, email, and live chat, diagnosing and resolving technical inquiries with empathy and clarity.

You will document interactions, follow procedures, and collaborate with staff to provide excellent service, enabling clients to grow their businesses. A High School diploma and strong communication are required; previous telemarketing or customer-relations experience is a plus.