Tax Software Support Specialist

Drake Software; Hayesville (NC); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Paid vacation and holidays

401(k) with company match

Job summary

Taxwell is seeking a customer support professional to assist Drake Software users with technical inquiries and guidance. You will troubleshoot via phone, email, and chat, guiding clients through problem resolution while documenting interactions for continuous improvement.

The role emphasizes empathy, effective communication, and adherence to established procedures. A High School diploma or GED and data-entry skills are required, with a preference for prior customer relations experience.

Qualifications

• High School diploma or GED or equivalent required.
• Proficiency with essential computer applications and data entry skills.
• Strong customer service and communication skills required.
• Ability to build rapport and handle inquiries with empathy.

Responsibilities

• Diagnose and troubleshoot client inquiries via phone, email, and chat.
• Interview users to determine root cause and guide through troubleshooting steps.
• Document interactions and resolutions for follow-up and continuous improvement.
• Provide exceptional service to maintain positive relationships and customer experience.
• Adhere to scripts, procedures, and directions from management.
• Maintain reliable attendance and adhere to scheduled shifts.

Skills

Customer service

Verbal communication

Active listening

Reading comprehension

Critical thinking

Data entry

Education

High School diploma or GED

Tools

Computer applications

Job description

Taxwell is seeking a customer support professional to assist Drake Software users with technical inquiries and guidance. You will troubleshoot via phone, email, and chat, guiding clients through problem resolution while documenting interactions for continuous improvement.

The role emphasizes empathy, effective communication, and adherence to established procedures. A High School diploma or GED and data-entry skills are required, with a preference for prior customer relations experience.